IT Helpdesk Associate — Fast, Friendly Email & Chat Support

USmax Corporation; St. Louis (MO); On-site; USD 38,000 - 54,000; Full time

Job summary

USmax Corporation in Saint Louis, MO seeks a Junior Helpdesk Specialist to provide customer service support from the onsite IT Service Desk. You will assist with technical support for computer systems, hardware, or software, respond to queries, run diagnostics, isolate problems, and implement solutions.

The role requires strong verbal and written communication skills, experience with ServiceNow, and the ability to obtain DoD 8140 IAT Level I within six months.

Qualifications

• Excellent verbal and written communication skills
• Strong understanding of advertising and communications practices.
• Ability to demonstrate sound judgment and be comfortable in a public-facing role.
• 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.
• 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
• Possess a 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: ability to visualize a problem/situation and think abstractly to solve it.

Responsibilities

• 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.
• Perform other duties as assigned.

Skills

ServiceNow

Customer service

Communication

Education

High school diploma or GED

Associate's degree

Bachelor's degree

Job description

USmax Corporation in Saint Louis, MO seeks a Junior Helpdesk Specialist to provide customer service support from the onsite IT Service Desk. You will assist with technical support for computer systems, hardware, or software, respond to queries, run diagnostics, isolate problems, and implement solutions.

The role requires strong verbal and written communication skills, experience with ServiceNow, and the ability to obtain DoD 8140 IAT Level I within six months.