Junior Helpdesk Specialist

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

Benefits offered by this job

Health/Dental/Vision

401(k) match

PTO (accrued)

STD/LTD/Life Insurance

Referral bonuses

Professional development reimbursement

Job summary

D2 Consulting seeks a Junior Helpdesk Specialist to provide excellent customer service from the Single-Point-of-Contact IT Service Desk in St. Louis, MO. The role handles requests, diagnoses issues, and guides users through troubleshooting steps to resolution.

The position requires a TS/SCI clearance, strong communication, and the ability to work shift hours. Training is provided, with benefits and competitive compensation.

Qualifications

• Experience delivering technical assistance for computer systems, hardware, or software.
• Responding to emails or chat messages for customers seeking help.
• Ability to create and route tickets in incident management systems.

Responsibilities

• Assist in providing technical assistance and support related to computer systems, hardware, or software.
• Respond to email or chat messages for customers seeking help.
• Walk customers through problem-solving process.
• Create a ticket in the incident management system for all support calls.

Skills

Customer service

Phone support

Problem solving

Time management

Education

Bachelor's Degree in IT

IT Certification

Tools

ServiceNow

Job description

• ACTIVE TS/SCI SECURITY CLEARANCE REQUIRED**

• ACTIVE TS/SCI SECURITY CLEARANCE REQUIRED**

Shift: Wednesday - Saturday, 8am CST - 6pm CST 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.