Junior Helpdesk Specialist

D2 Technical Services; St. Louis (MO); On-site; USD 50,000 - 55,000; Full time

Benefits offered by this job

Health/Dental/Vision

401(k) match

PTO

Job summary

D2 Consulting in St. Louis, MO seeks a Junior Helpdesk Specialist to provide superior customer service at the Single-Point-of-Contact IT Service Desk. You will assist with technical issues, respond to queries, and guide users through problem-solving steps to resolution.

Responsibilities include running diagnostics, documenting tickets, and ensuring follow-up. Familiarity with ServiceNow and MS Office is a plus; DoD 8140 IAT Level I readiness is expected within 6 months of hire.

Qualifications

• Bachelor’s Degree in a technical IT field or IT Certification or 1 year IT experience.
• Operational experience with ServiceNow is preferred.
• Ability to obtain DoD 8140 IAT Level I within 6 months of hire.

Responsibilities

• Assist in providing technical assistance for computer systems, hardware, or software.
• Respond to email or chat messages and walk customers through problem-solving steps.
• Run diagnostic programs and determine/implement solutions.
• Create tickets in the incident management system and ensure incidents are tracked to resolution.
• Provide first contact account resets, unlocks, and security issue resolution.

Skills

Customer service

Time management

Telephone support

Problem solving

Team collaboration

Education

Bachelor's Degree in IT field

IT Certification

Tools

ServiceNow

Microsoft Word

Microsoft Excel

Job description

**ACTIVE TS/SCI SECURITY CLEARANCE REQUIRED**

The Junior Helpdesk Specialist provides superior customer service in support of customer requests when contacting the Single-Point-of-Contact IT Service Desk located in St. Louis, MO.

Duties and 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 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.
• Other duties as assigned

Minimum Qualifications:

(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)

• We are seeking candidates who meet at least one of the following qualifications:
  • Bachelor's Degree in a technical IT field
  • 1 year of experience working in Information Technology
  • IT Certification (No prior experience required)
• 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

Knowledge, Skills and Abilities:

• Ability to obtain CI Poly Clearance
• Ability to work Shift hours. (Sun - Wed 5am CST - 3pm CST. Training will be 8am CST - 4pm CST)
• 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

Additional Information

• All your information will be kept confidential according to EEO guidelines.
• Compensation is unique to each candidate and relative to the skills and experience they bring to the position. The salary range for this position is typically $50-55k. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.
• Highlights of our benefits include Health/Dental/Vision, 401(k) match, Accrued PTO, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and more!

D2 Consulting is committed to a merit-based recruitment process and encourages applications from all qualified individuals. As a Veteran-Owned Small Business, we particularly welcome applications from veterans who have the requisite skills and experience. Job applicants that are interested in one of our openings and may require a reasonable accommodation to participate in the job application or interview process, should contact us to request an accommodation.