Junior Helpdesk Specialist Security Clearance

Position: Junior Helpdesk Specialist with Security Clearance
** ACTIVE TS/SCI SECURITY CLEARANCE REQUIRED
** Pipeline position for expected work. The Junior 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.

Duties and 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

Minimum Qualifications:

(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
* Bachelor's Degree OR Associates Degree OR High School Diploma and 1+ years of Information Technology experience OR 3+ years of Military experience OR 1+ years of experience in a government agency work environment
* Relevant experience with the following:
* Operational experience with Service Now
* Experience with in the Intelligence Community
* Exhibit excellent customer service, organizational, and time management skills
* Ability to obtain DoD 8140 (formerly 8570.01-M) IAT Level I: A+ CE, CCNA-Security, CND, Network+ CE, SSCP, 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
* Proficient with Microsoft Office Applications, and 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; good phone skills, professional demeanor, and previous customer service experience strongly desired.
* Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it Additional Information
* All your information will be kept confidential according to EEO guidelines.
* Compensation is unique to each candidate and relative to the skills and experience they bring to the position. The salary range for this position is typically $55-60k. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.
* Highlights of our benefits include Health/Dental/Vision, 401(k) match, Accrued PTO, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and more! D2 Consulting is committed to a merit-based recruitment process and encourages applications from all qualified individuals. As a Veteran-Owned Small Business, we particularly welcome applications from veterans who have the requisite skills and experience. Job applicants that are interested in one of our openings and may require a reasonable accommodation to participate in the job application or interview process, should contact us to request an accommodation.

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