Intermediate Helpdesk Specialist- VA Springfield, VA Join our Talent Network Chenega Agile Real-Time Solutions (CARS) Company Job Title: Intermediate Helpdesk Specialist Clearance: TS/SCI Location: Springfield, VA FLSA Status: Exempt, Full Time, Regular Summary: Helpdesk Specialist provide superior customer service in support of customer request when contacting the Single-Point-of-Contact IT Service Desk This position is contingent upon contract award and government funding of the program. Duties and Responsibilities: + Responsible for providing technical assistance and support related to computer systems, hardware, or software + Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution + Responds to email or chat messages for customers seeking help + Walks customers through problem-solving process + Runs diagnostic programs to resolve problems + Follows up with customers to ensure issue(s) were resolved + Gains feedback from customers about system usage + Runs reports to determine malfunctions that continue to occur + Creates a ticket in the approved incident management system for all support calls received; or route user support calls to appropriate IT Help Desk + Attempt First Call Resolution (FCR) for all requests received + Provide first contact account resets, unlocking, troubleshooting, and security issue/error resolution. + Ability to support a 24x7x365 operations center, including supporting swing shifts from 6am-2pm, 2pm-10pm, or 10pm-6am and weekend shifts + Supervisory Responsibilities: No + Other duties as assigned Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.) + Associates Degree plus six years of relevant experience + Operational experience with ServiceNow + Experience in the Intelligence Community + Exhibit excellent customer service, organizational and time management skills + DoD 8140 (formerly 8570.01-M), IAT Level I: Must have current A+ CE or Security+ CE Certification Knowledge, Skills and Abilities: + Must have the ability to demonstrate strong business and organizational skills and have outstanding communication skills, both verbal and written. + Must be able to handle confidential information with discretion. + Must be detail oriented with the ability to manage multiple tasks. + Motivated self-starters. + Attention to detail Chenega Corporation and family of companies is an EOE. Equal Opportunity Employer/Veterans/Disabled Native preference under PL 93-638. We participate in the E-Verify Employment Verification Program. Join our Talent Network