Junior Helpdesk Specialist **ACTIVE DoD TS/SCI REQUIRED** - TEKsystems

Description

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. and in Springfield, VA *shift would be Tuesday – Sat or Sunday – Thursday. 5am to 1pm or 9am to 5pm, but they are somewhat flexible 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) Bachelor’s Degree OR Associates Degree OR High School Diploma and 1+ years of Information Technology experience OR 3+ years of Military experience OR 1+ years of experience in a government agency work environment 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 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

Skills

Customer service, servicenow

Top Skills Details

Customer service

Additional Skills & Qualifications

ServiceNow operational knowledge a plus A+/Sec+ a huge plus

Experience Level

Entry Level

Pay and Benefits

The pay range for this position is $22.00 - $28.00

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Springfield,VA.

Application Deadline

This position will be accepting applications until Jan 20, 2025.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.