Lead Helpdesk Specialist

Lead Helpdesk Specialist

Chenega Military, Intelligence & Operations Support (MIOS) SBU, Springfield, VA

Summary:

Chenega Agile Real-Time Solutions (CARS) provides integrated enterprise IT support to federal clients. The Lead Helpdesk Specialist delivers superior customer service to the Single-Point-of-Contact IT Service Desk in Springfield, VA.

• Provide 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

• 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 Service Now
• 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

• 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

At Chenega MIOS, our professional development plan focuses on helping team members at every level to identify and use their strengths to do their best work every day.

We offer a broad range of benefits. Learn more about what working at Chenega MIOS can mean for you.