Junior Helpdesk Specialist

D2 Consulting

About the Role

• Provide superior customer service in support of customer requests when contacting the Single-Point-of-Contact IT Service Desk.
• ACTIVE TS/SCI SECURITY CLEARANCE REQUIRED
• Shift: Wednesday - Saturday, 8am CST - 6pm CST
• Training shift: Monday - Friday, 8am CST - 4pm CST

Key Responsibilities

• Assist in providing technical assistance and support related to computer systems, hardware, or software.
• Assist in responding to queries, running diagnostic programs, isolating problems, and determining and implementing solutions.
• Respond to email or chat messages for customers seeking help.
• Walk customers through problem-solving processes.
• 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.

Requirements & Tech Stack

• ServiceNow
• Microsoft Office Applications (Word, Excel)
• DoD 8140 (formerly 8570.01-M) IAT Level I certification (A+ CE, CCNA-Security, CND, Network+ CE, SSCP) required within 6 months of hire.
• TS/SCI clearance required.

Qualifications

• Candidates must meet at least one of the following:
• Bachelor's Degree in a technical IT field.
• 1 year of experience working in Information Technology.
• IT Certification (No prior experience required).
• Experience within the Intelligence Community.
• Ability to obtain CI Poly Clearance.
• Ability to work independently and as part of a team.
• Capability to manage multiple efforts with time constraints in a fast-paced contracting environment.
• Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals.
• Excellent customer service, organizational, and time management skills.
• Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
• Ability to provide technical assistance and support over the phone.
• Good problem-solving skills.
• Previous customer service experience strongly desired.