Job summary
Junior Helpdesk SpecialistLocation: Fort Belvoir, VAProvide customer service support for customer requests
Job seniority: entry level
Responsibilities
• 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.
Requirements
• Excellent verbal and written communication skills• Strong understanding of advertising and communications practices.• Ability to demonstrate sound judgment and be comfortable in a public-facing role.• Ability to work Shift hours.• Applicants must possess an active TS clearance to be considered for this position. Candidates will not be able to begin work until obtaining SCI clearance, and must have the ability to obtain CI Poly Clearance.• Applicants must have the ability to work in the US without sponsorship.• 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.• 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.• Possess a 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.
Key Skills Needed
• Excellent verbal and written communication skills• Strong understanding of advertising and communications practices.• Operational experience with ServiceNow• Experience within the Intelligence Community• Exhibit excellent customer service, organizational and time management skills• 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.• Possess a 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.
