Federal IT Helpdesk Specialist (Junior)

Chenega Professional Services Strategic Business Unit; Springfield (VA); On-site; USD 34,000 - 44,000; Full time

Job summary

Chenega MIOS in Springfield, VA is seeking a Junior Helpdesk Specialist to provide first-line IT support and excellent customer service while learning in a fast-paced government contracting environment. The role is on-site in the Springfield area and supports a Single-Point-of-Contact IT Service Desk.

Responsibilities include diagnosing hardware and software issues, guiding users through solutions, creating tickets, and maintaining documentation; the position requires IT basics, ServiceNow

Qualifications

• Bachelor's or higher in IT or related field (or equivalent experience).
• Experience with ServiceNow and intelligence community environments.
• Ability to obtain DoD 8140 IAT Level I within 6 months.
• Hold TS/SCI clearance or ability to obtain CI poly.
• Pass background and drug screening.

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 the 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 the 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

Skills

ServiceNow experience

Intelligence Community experience

Customer service

Communication skills

Education

Bachelor's degree

Associate degree

High school diploma or GED with IT experience

Job description

Chenega MIOS in Springfield, VA is seeking a Junior Helpdesk Specialist to provide first-line IT support and excellent customer service while learning in a fast-paced government contracting environment. The role is on-site in the Springfield area and supports a Single-Point-of-Contact IT Service Desk.

Responsibilities include diagnosing hardware and software issues, guiding users through solutions, creating tickets, and maintaining documentation; the position requires IT basics, ServiceNow