Senior Helpdesk Specialist

Chenega MIOS SBU; St. Louis (MO); On-site; USD 65,000 - 85,000; Full time

Job summary

Chenega MIOS is seeking a Senior Helpdesk Specialist in St. Louis, MO. The role delivers Tier I IT support to federal customers, handling calls, chats, and emails while ensuring high-quality service and incident resolution.

The candidate will work with ServiceNow, maintain security clearances, and participate in 8570/IAT Level I requirements, with a focus on customer satisfaction and rapid issue isolation.

Qualifications

• Operational experience with ServiceNow.
• Experience in the Intelligence Community.
• Ability to obtain DoD 8140 IAT Level I within 6 months.
• TS/SCI clearance and ability to pass background/drug screening.
• Proficient with Microsoft Word, Excel, and Office apps.

Responsibilities

• Provide superior customer service at the IT Service Desk in St. Louis, MO.
• Assist in resolving hardware, software, and account issues.
• Respond to queries via email, chat, or phone and guide users through fixes.
• Create and route tickets in the incident management system.
• Utilize first call resolution where possible and follow up on issues.

Skills

ServiceNow

Intelligence Community

IAT Level I

TS/SCI clearance

Background check

Microsoft Office

Education

Bachelor's degree

Associate degree

HS / GED

Tools

ServiceNow

Job description

St. Louis, MO

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!

Summary

Senior Helpdesk Specialist

St. Louis, MO

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 Senior 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.

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

Qualifications

• Bachelor's degree and 6+ years relevant experience OR
• Associate degree and 8+ years relevant experience OR
• HS / GED degree and 10+ years relevant experience

• Operational experience with ServiceNow
• Experience in the Intelligence Community

• 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
• Successfully pass background and drug screening

Preferred Qualifications

• Active Security +

Knowledge, Skills And Abilities

• Ability to obtain CI Poly Clearance
• Ability to work Shift hours. Shift will be identified upon 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
• 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.

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 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/

#Chenega Agile Real Time Solutions, LLC