Junior Helpdesk Specialist, TS / SCI with CI Polygraph Security Clearance Required, Springfield, VA
The Junior Helpdesk Specialist provides superior customer service in support of customer requests when contacting the Single-Point-of-Contact IT Service Desk located in Springfield, VA.
The qualified Junior Helpdesk Specialist must have an active TS / SCI security clearance and be able to obtain a CI Polygraph security clearance.
This position is 100% Onsite.
Junior Helpdesk Specialist Responsibilities :
Assist in providing technical assistance and support related to computer systems, hardware, or software.
Assist in responding to queries, run diagnostic programs, isolate problems, and determine and implement solutions.
Respond to email or chat messages for customers seeking help.
Walk customers through problem-solving process.
Run diagnostic programs to resolve problems.
Follow up with customers to ensure issue(s) were resolved.
Gain feedback from customers about system usage.
Run reports to determine malfunctions that continue to occur.
Create a ticket in the approved incident management system for all support calls received or route user support calls to appropriate IT Help Desk.
Utilize Attempt First Call Resolution (FCR) for all requests received.
Provide first contact account resets, unlocking, troubleshooting, and security issue / error resolution.
Other duties as assigned.
Junior Helpdesk Specialist Qualifications :
High school diploma or GED and 6+ years of relevant experience or an associate’s degree and 4+ years of experience or a bachelor’s degree and 2+ years of experience.
Operational experience with ServiceNow.
Experience within the Intelligence Community.
Exhibit excellent customer service, organizational and time management skills.
Ability to obtain DoD 8140 (formerly 8570.01-M) IAT Level I : A+ CE, CCNA-Security, CND, Network+ CE, SSCP, within 6 months of hire.
TS / SCI clearance and the ability to obtain CI Poly Clearance.
Ability to work shift hours. Shift will be identified upon hire.
Ability to work independently and yet be effective within a team setting.
Must be capable of managing multiple efforts with time-related constraints in a fast-paced contracting environment.
Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals.
Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
Excellent skills in Microsoft Word, Excel, and other Office applications.
Proficient with Microsoft Office Applications, and experience working in a home office setting as well as the ability to train end users on frequently asked technical issues.
Ability to provide technical assistance and support over the phone, good phone skills, professional demeanor, and previous customer service experience strongly desired.
Good problem-solving skills and the ability to visualize a problem / situation and think abstractly to solve it.
Keywords : Springfield VA Jobs, Junior Helpdesk Specialist, ServiceNow, Word, Excel, MS Office, Hardware, Software, Phone Support, Support, Technician, Network, Networking, Security Clearance, Virginia Recruiters, IT Jobs, Virginia Recruiting
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