Chenega Corporation · 10 hours ago
Lead Helpdesk Specialist
Springfield, VA, US
Full-time
Onsite
Lead/Staff
8+ years expChenega Corporation is a company that supports large-scale government operations by leveraging cutting-edge technology. The Lead Helpdesk Specialist provides superior customer service in support of customer requests at the IT Service Desk, responsible for training Help Desk agents, resolving customer queries, and ensuring effective problem-solving processes.
Information Technology
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
Ability to obtain DoD 8140 (formerly 8570.01-M) IAT Level I: within 6 months of hire
TS/SCI clearance required
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
Operational experience with ServiceNow
Experience in the intelligence community
Ability to obtain CI Poly clearance
Previous customer service experience strongly desired
Benefits
Well-being programs
Company
Chenega Corporation
As the most successful Alaska Native village corporation, Chenega figures prominently in the diverse government services contracting marketplace supporting defense, intelligence, and federal civilian customers.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Robb Milne
CFO
Chris Andersen
Chief Development Officer, Military, Intel and Operations Support Strategic Business Unit
Company data provided by crunchbase