Job Description

Summary

The Intermediate 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.

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 4+ years relevant experience OR

Associate degree and 6+ years relevant experience OR

8+ years relevant experience

Operational experience with ServiceNow

Experience in the Intelligence Community

TS/SCI clearance

Knowledge, Skills and Abilities:

Ability to obtain DoD 8140 (formerly 8570.01-M) IAT Level II: Must have current Security + CE Certification, within 6 months of hire

Ability to support a 24 x7 x 365 operations center, including supporting swing shifts from 6am-2pm, 2pm-10pm, or 10pm-6am and weekend shifts

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 Microsoft Office skills (Word, Excel, and other applications)

Experience working in a home office setting

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 with the ability to visualize a problem or situation and think abstractly to solve it

Physical Demands: (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee may use repeated motions that include the arms, wrists, hands and/or fingers. The employee is occasionally required to walk, stand, climb, balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.

Work Environment: (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.)

The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.

During visits to areas of operations, may be exposed to extreme cold or hot weather conditions. Is occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, and loud noise.

Valid through: 3/4/2021