IT Helpdesk Technician – Government Support

Chenega Corporation; 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 deliver superior customer service to the Single-Point-of-Contact IT Service Desk.

Responsibilities include troubleshooting hardware/software, guiding users through problem-solving steps, creating and routing incident tickets, and ensuring issues are resolved promptly. Must have a degree or IT experience, ServiceNow experience, and be able to obtain DoD 8140 IAT Level I; TS/SCI with CI poly preferred.

Qualifications

• Bachelor’s degree OR
• Associate degree OR
• High school diploma or GED equivalent and 1+ years of Information Technology experience, or 3+ years of military experience, or 1+ years of experience in a government agency work environment
• Operational experience with ServiceNow
• Experience within the Intelligence Community
• Ability to obtain DoD 8140 (8570.01-M) IAT Level I: A+ CE, CCNA-Security, CND, Network+ CE, SSCP within 6 months of hire
• TS/SCI security clearance with the ability to obtain CI poly
• Successfully 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 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

Communication

Teamwork

Problem solving

MS Office

Education

Bachelor’s degree or higher

Associate degree

High school diploma or GED with IT experience

Tools

ServiceNow

Job description

Chenega MIOS in Springfield, VA is seeking a Junior Helpdesk Specialist to deliver superior customer service to the Single-Point-of-Contact IT Service Desk.

Responsibilities include troubleshooting hardware/software, guiding users through problem-solving steps, creating and routing incident tickets, and ensuring issues are resolved promptly. Must have a degree or IT experience, ServiceNow experience, and be able to obtain DoD 8140 IAT Level I; TS/SCI with CI poly preferred.