Jr. IPOC Specialist

Chenega Agile Real Time Solutions, LLC; Springfield (VA); On-site; USD 37,000 - 40,000; Full time

Job summary

Chenega Agile Real-Time Solutions, LLC is seeking a Jr. IPOC Specialist in Springfield, VA to deliver frontline IT support and customer service for government clients. The role focuses on incident reporting, diagnostics, and user assistance in a fast-paced environment.

The position requires DoD 8140/IAT level familiarity, TS/SCI eligibility, and prior experience within the Intelligence Community. Shift hours are 2:00 p.m. to 10 p.m.

Qualifications

• Bachelor's degree or higher; or associates or HS diploma with IT experience.
• Experience in the Intelligence Community preferred.

Responsibilities

• Provide daily status reports and graphical reporting aids.
• Track system progress and email status updates to leadership.
• Provide technical assistance for computer systems, hardware, or software.
• Respond to queries, run diagnostics, isolate problems, and implement solutions.
• Assist in responding to emails/chats from customers seeking help.
• Walk customers through problem-solving steps and resolutions.
• Run diagnostics to resolve issues and follow up on outcomes.
• Create tickets in incident management systems and route calls appropriately.
• Utilize First Call Resolution for all requests.
• Provide first contact account resets and security issue resolution.
• Perform other duties as assigned.

Skills

ServiceNow

Intelligence Community experience

Customer service

DoD 8140 IAT

CI poly

TS/SCI clearance

Problem solving

Communication

Education

Bachelor's Degree

Associate's Degree

High School Diploma + IT experience

Military experience (3+ years)

1+ years gov agency work

Tools

ServiceNow

Job description

Summary

Jr. IPOC Specialist

Springfield, VA

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer's core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

Chenega Agile Real-Time Solutions (CARS) was created with the purpose of providing integrated enterprise IT support to Federal customers both CONUS and OCONUS. CARS employs Subject Matter Experts (SMEs) with decades of experience working in the Federal marketplace.

The Jr. IPOC Specialist provides superior customer service in support of customer requests, supporting high-visibility customers and partners with VTC and telecommunication services.

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

Qualifications

• Bachelor's Degree OR
• Associate's Degree OR
• High School Diploma and 1+ years of Information Technology experience OR
• 3+ years of Military experience OR
• 1+ years of experience in a government agency work environment
• Relevant experience with the following:
  • 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 required.
• Successfully pass background and drug screening

Preferred Qualifications

• Master's Degree
• Active CompTIA Security+ Certification

Knowledge, Skills and Abilities

• Ability to obtain CI poly
• Ability to work Monday - Friday from 2:00 p.m. - 10 p.m. EST
• 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; ability to visualize a problem/situation and think abstractly to solve it

How you'll grow

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn.

We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.

Benefits

At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.

Learn more about what working at Chenega MIOS can mean for you.

Chenega MIOS's culture

Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.

Corporate citizenship

Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.

Learn more about Chenega’s impact on the world.

#Chenega Agile Real Time Solutions, LLC

Estimated Salary/Wage

USD $26.83/Hr. Up to USD $28.85/Hr.

Chenega MIOS News- https://chenegamios.com/news/

Tips from your Talent Acquisition Team

We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:

Chenega MIOS web site - www.chenegamios.com

Glassdoor - https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI_IE369514.11,23.htm

LinkedIn - https://www.linkedin.com/company/1472684/

Facebook - https://www.facebook.com/chenegamios/