Lead Helpdesk Specialist
Springfield, VA
Chenega Agile Real-Time Solutions (CARS) was created with the purpose of providing integrated enterprise IT support to Federal customers both CONUS and OCONUS. CARS employs Subject Matter Experts (SMEs) with decades of experience working in the Federal marketplace.
The Lead 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
Responsible for providing technical training and support to Help Desk agents related to computer systems, hardware, or software
Respond to queries, run diagnostic programs, isolate problems, train on requirements, and determine and implement 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
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 8+ years relevant experience OR
Associate degree and 10+ years relevant experience OR
High school diploma or GED equivalent and 12+ years of relevant experience
Operational experience with ServiceNow
Experience in the intelligence community
Ability to obtain DoD 8140 (formerly 8570.01-M) IAT Level I: within 6 months of hire
TS/SCI clearance required
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.
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.
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.
How you’ll grow At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn.
We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.
Benefits At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.
Learn more about what working at Chenega MIOS can mean for you.
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
#J-18808-Ljbffr
Chenega Agile Real-Time Solutions (CARS) was created with the purpose of providing integrated enterprise IT support to Federal customers both CONUS and OCONUS. CARS employs Subject Matter Experts (SMEs) with decades of experience working in the Federal marketplace.
The Lead 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
Responsible for providing technical training and support to Help Desk agents related to computer systems, hardware, or software
Respond to queries, run diagnostic programs, isolate problems, train on requirements, and determine and implement 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
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 8+ years relevant experience OR
Associate degree and 10+ years relevant experience OR
High school diploma or GED equivalent and 12+ years of relevant experience
Operational experience with ServiceNow
Experience in the intelligence community
Ability to obtain DoD 8140 (formerly 8570.01-M) IAT Level I: within 6 months of hire
TS/SCI clearance required
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.
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.
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.
How you’ll grow At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn.
We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.
Benefits At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.
Learn more about what working at Chenega MIOS can mean for you.
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
#J-18808-Ljbffr