Senior Helpdesk Specialist

Summary

The Senior Helpdesk Specialist provides superior customer service in support of customer requests when contacting the Single-Point-of-Contact IT Service Desk located in St. Louis, MO.

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
  

Qualifications

• Bachelor's degree and 6+ years relevant experience OR
  
• Associate degree and 8+ years relevant experience OR
  
• 10+ years relevant experience
  
• Operational experience with ServiceNow
  
• Experience in the Intelligence Community
  
• TS/SCI clearance
  

Knowledge, Skills and Abilities:

• Ability to obtain DoD 8140 (formerly 8570.01-M) IAT Level II: Must have current Security + CE Certification, within 6 months of hire
  
• Ability to support a 24 x7 x 365 operations center, including supporting swing shifts from 6am-2pm, 2pm-10pm, or 10pm-6am and weekend shifts
  
• 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 Microsoft Office skills (Word, Excel, and other applications)
  
• Experience working in a home office setting
  
• 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 with the ability to visualize a problem or situation and think abstractly to solve it
  
• #Chenega Agile Real Time Solutions, LLC