TS/SCI Helpdesk Specialist — Junior IT Support

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

Accrued PTO

Job summary

D2 Consulting is seeking a Junior Helpdesk Specialist in St. Louis, MO. The role requires an ACTIVE TS/SCI SECURITY CLEARANCE and shifts including Wednesday, Saturday, and early morning hours.

The position supports the IT Service Desk in providing technical assistance and excellent customer service from a home or office setting as needed. Responsibilities include handling tickets, troubleshooting hardware/software issues, guiding users, and ensuring issues are resolved promptly.

Qualifications

• Bachelor's Degree in a technical IT field.
• 1 year of experience in Information Technology.
• IT Certification (No prior experience required).
• Operational experience with ServiceNow.
• Experience within the Intelligence Community.
• Ability to obtain DoD 8140 IAT Level I within 6 months of hire.
• TS/SCI clearance required.

Responsibilities

• Assist in providing technical assistance and support related to computer systems, hardware, or software.
• Respond 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 or route calls to appropriate IT Help Desk.
• Utilize First Call Resolution (FCR) for all requests.
• Provide first contact account resets, unlocking, troubleshooting, and security issue resolution.

Skills

Customer service

Troubleshooting

Communication

Time management

Multitasking

Education

Bachelor's Degree in IT field

IT Certification

Tools

ServiceNow

Microsoft Office

Job description

D2 Consulting is seeking a Junior Helpdesk Specialist in St. Louis, MO. The role requires an ACTIVE TS/SCI SECURITY CLEARANCE and shifts including Wednesday, Saturday, and early morning hours.

The position supports the IT Service Desk in providing technical assistance and excellent customer service from a home or office setting as needed. Responsibilities include handling tickets, troubleshooting hardware/software issues, guiding users, and ensuring issues are resolved promptly.