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Chenega MIOS SBU · 5 hours ago

Senior Helpdesk Specialist

St Louis, MO

Full-time

Onsite

Senior Level

6+ years exp

Chenega MIOS SBU is dedicated to supporting large-scale government operations through advanced technology. The Senior Helpdesk Specialist provides exceptional customer service and technical support for IT service requests, ensuring effective problem resolution and customer satisfaction.

Defense & Space

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

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 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

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

Qualification

ServiceNowDoD 8140 IAT Level ITS/SCI clearanceMicrosoft OfficeCustomer serviceTechnical assistanceProblem-solvingCommunication skills

Required

Bachelor's degree and 6+ years relevant experience OR

Associate degree and 8+ years relevant experience OR

HS / GED degree and 10+ years relevant experience

Operational experience with ServiceNow

Experience in the Intelligence Community

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 with the ability to obtain CI poly

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

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