IPOC Specialist; Overnight

The IPOC Specialist (Overnight) provides superior customer service in support of customer requests for high visibility customers and partners with VTC and telecommunications services, located in Springfield, VA.

• Provide daily status report and graphical reporting aids completed and modified to meet department needs.
• Keep track of system progress in detailed reports, 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 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 and 4+ years relevant experience
• Associate degree and 6+ years relevant experience
• High school diploma and 8+ years relevant experience
• Operational experience with Service Now
• DoD 8140 (formerly 8570.01-M), IAT Level I: (within 6 months of hire)
• TS/SCI clearance

• Ability to obtain CI Poly Clearance
• Ability to work over night Shift hours. 10pm to 6am Monday - Friday
• 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, previous customer service experience strongly desired.
• Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it