Junior Helpdesk Specialist; Overnight

Summary

Junior Help Desk Specialist (Overnight) – St. Louis, MO

Provide superior customer service in support of customer requests to the Single‑Point‑of‑Contact IT Service Desk located in St. Louis, MO. Work nights 10 pm CST – 6 am CST and weekends as needed.

• Assist in providing technical assistance and support related to computer systems, hardware, or software.
• Respond to queries, run diagnostic programs, isolate problems, 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 issues were resolved.
• Gain feedback from customers about system usage.
• Run reports to determine persistent malfunctions.
• 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
• Relevant experience with Service Now and within the Intelligence Community
• Exhibit excellent customer service, organizational, and time management skills
• Ability to obtain DoD 8140 IAT Level I within 6 months of hire
• TS/SCI clearance required with ability to obtain CI Poly clearance

• Service Now experience
• Active Security Certification

• Work nights 10 pm CST – 6 am CST and weekends as needed
• Work independently and effectively within a team setting
• Manage multiple efforts with time‑related constraints in a fast‑paced contracting environment
• Communicate and collaborate with diverse internal and external stakeholders
• Friendly presence, helpful attitude, good interpersonal skills
• Excellent skills in Microsoft Word, Excel, and other Office applications
• Proficient with Microsoft Office Applications and experience training end users on technical issues
• Provide technical assistance and support over the phone; good phone skills and professional demeanor
• Problem‑solving skills; visualize problem and think abstractly to solve it

We offer a broad range of benefits to support our team members.