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D2 Consulting · 1 week ago

Junior Helpdesk Specialist

St Louis, MO

Full-time

Onsite

Entry Level

$50K/yr - $55K/yr

1+ years exp

D2 Consulting is a Veteran-Owned Small Business committed to a merit-based recruitment process. 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.

Cyber SecurityInformation TechnologySoftware

No H1B

Security Clearance Required

U.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 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

Qualification

Active TS/SCI Security ClearanceOperational experience with ServiceNowIT CertificationExperience within Intelligence CommunityTechnical assistanceSupportCustomer service skillsMicrosoft Office proficiencyOrganizational skillsTime management skillsProblem-solving skills

Required

ACTIVE TS/SCI SECURITY CLEARANCE REQUIRED

Bachelor's Degree in a technical IT field

1 year of experience working in Information Technology

IT Certification (No prior experience required)

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

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