Junior Helpdesk Specialist

Job Overview

ACTIVE TS/SCI SECURITY CLEARANCE REQUIRED

Shift: Sunday through Wednesday 5am CST - 3pm CST (training will be 8am CST - 4pm CST)

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 St. Louis, MO.

• 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 issues 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.

• We are seeking candidates who meet at least one of the following qualifications:
  • Bachelor's Degree in a technical IT field
  • 1 year of experience working in Information Technology
  • IT Certification (No prior experience required)
• 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.

• Ability to obtain CI Poly Clearance.
• Ability to work shift hours. (Sun - Wed 5am CST - 3pm CST. Training will be 8am CST - 4pm CST)
• 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.

• All 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 $50-55k. 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!