IPOC Support Specialist: Customer IT & Reporting

Chenega MIOS SBU; Springfield (VA); On-site; USD 37,000 - 40,000; Full time

Job summary

Chenega MIOS SBU in Springfield, VA, seeks a Jr. IPOC Specialist to deliver frontline IT support for government clients. The role emphasizes customer service, incident handling, and coordination of telecommunication services, with a 2:00 p.m.–10:00 p.m. EST schedule.

The position requires DoD-level security access and experience with ServiceNow; TS/SCI clearance is noted as a requirement, along with background and drug screening. Collaboration and strong communication are essential.

Qualifications

• Bachelor’s degree or higher required; additional IT experience preferred.
• Experience in customer service and IT support.
• Ability to obtain DoD 8140 IAT Level I within 6 months.

Responsibilities

• Provide daily status reports and graphical reporting aids completed and modified to meet department needs.
• Keep track of system progress in detailed reports and email reports to appropriate leadership for review and status update.
• 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 processes.
• 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

Customer service

Time management

Communication

Problem-solving

Teamwork

Education

Bachelor’s Degree

Associate's Degree

High School Diploma

Tools

ServiceNow

Job description

Chenega MIOS SBU in Springfield, VA, seeks a Jr. IPOC Specialist to deliver frontline IT support for government clients. The role emphasizes customer service, incident handling, and coordination of telecommunication services, with a 2:00 p.m.–10:00 p.m. EST schedule.

The position requires DoD-level security access and experience with ServiceNow; TS/SCI clearance is noted as a requirement, along with background and drug screening. Collaboration and strong communication are essential.