Chenega MIOS SBU · 2 weeks ago
Junior Helpdesk Specialist
St Louis, MO
Full-time
Onsite
Entry Level
1+ years expChenega MIOS is a company that supports large-scale government operations by leveraging cutting-edge technology. The Junior Helpdesk Specialist provides superior customer service in support of customer requests at the IT Service Desk, assisting with technical issues related to computer systems, hardware, and software.
Defense & Space
No H1B
Security Clearance RequiredU.S. Citizen Only
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 implementing solutions
Respond to email or chat messages for customers seeking help
Walk customers through the 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 the 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
Qualification
Required
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
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
Ability to obtain CI Poly clearance
Exhibit excellent customer service, organizational, and time management skills
Ability to work shift hours from 7am to 5pm EST Sunday - Weds
Ability to work nights / weekends / holidays as needed
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
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 with good phone skills and a professional demeanor
Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve it
Preferred
Previous customer service experience strongly desired
Benefits
Well-being programs
Company
Chenega MIOS SBU
Chenega Corporation’s MIOS Strategic Business Unit (SBU) provides innovative solutions for federal, DOD, and commercial customers around the globe.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Chet Husk
Chief Technical Officer
Sarah Bruno, SHRM-CP
Human Resources Business Partner
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