Helpdesk Specialist - NetServices
Springfield, VA
About the Job
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 Springfield, VA.
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.)
High school diploma or GED and 6+ years of relevant experience OR
Associate degree and 4+ years’ experience OR Bachelor’s and 2+ years’ experience
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
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.
Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it
Source : NetServices