IPOC Specialist

IPOC Specialist - Springfield, VA

The part-time IPOC Specialist provides superior customer service in support of customer requests, supporting high-visibility customers and partners with VTC and telecommunications services, located in Springfield, VA.

• Provide daily status reports and graphical reporting aids completed and modified to meet department needs.
• Keep track of system progress in detailed reports, and email reports to appropriate leadership for review and status update.
• 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 processes.
• 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.
• 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.

• Bachelor’s Degree OR
• Associate’s 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
  • 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 with the ability to obtain CI Poly clearance.

• Master’s Degree
• Active CompTIA Security+ Certification

• Ability to work Saturday and Sunday, second shift (1400 to 2200). The candidate should be flexible to occasionally cover the morning shift (06:00 to 1400) on Saturday and Sunday when the morning agent is on PTO.
• 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.

At Chenega MIOS, we value our team members and offer them a broad range of benefits.