ST. LOUIS, MO

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!
Chenega Agile Real-Time Solutions (CARS) was created with the purpose of providing integrated enterprise IT support to Federal customers both CONUS and OCONUS. CARS employs Subject Matter Experts (SMEs) with decades of experience working in the Federal marketplace.
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.

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 implementing 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.

Qualifications:

• Bachelor’s Degree OR
• Associates 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 the following:
• Operational experience with ServiceNow
• Experience within 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 required

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to obtain CI Poly clearance.
• Exhibit excellent customer service, organizational, and time management skills
• Ability to work shift hours from 7am to 5pm EST Sunday – Weds
• Ability to work nights / weekends / holidays as needed
• 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.
• Previous customer service experience strongly desired.
• Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve it.

• 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 implementing 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