Chenega MIOS SBU · 11 hours ago
Lead Helpdesk Specialist
Springfield, VA
Full-time
Onsite
Senior Level, Lead/Staff
8+ years expChenega MIOS is a company focused on providing integrated enterprise IT support to Federal customers. The Lead Helpdesk Specialist is responsible for providing technical training and support to Help Desk agents, ensuring superior customer service, and resolving technical issues for users contacting the IT Service Desk.
Defense & Space
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Responsible for providing technical training and support to Help Desk agents related to computer systems, hardware, or software
Respond to queries, run diagnostic programs, isolate problems, train on requirements, and 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 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
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
Qualification
Required
Bachelor's degree and 8+ years relevant experience OR
Associate degree and 10+ years relevant experience OR
High school diploma or GED equivalent and 12+ years of relevant experience
Operational experience with ServiceNow
Experience in the intelligence community
Ability to obtain DoD 8140 (formerly 8570.01-M) IAT Level I: within 6 months of hire
TS/SCI clearance required
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
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 with good phone skills and a professional demeanor
Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve it
Preferred
Previous customer service experience strongly desired
Benefits
Professional development plan
Well-being programs
Flexibility to make daily choices
Company
Chenega MIOS SBU
Chenega Corporation’s MIOS Strategic Business Unit (SBU) provides innovative solutions for federal, DOD, and commercial customers around the globe.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Chet Husk
Chief Technical Officer
Sarah Bruno, SHRM-CP
Human Resources Business Partner
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