Lead Helpdesk Specialist

at  Chenega Corporation

SPRINGFIELD, VA

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 Lead Helpdesk Specialist provides superior customer service in support of customer requests when contacting the Single-Point-of-Contact IT Service Desk located in Springfield, VA.

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, and training 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

Qualifications:

• 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

KNOWLEDGE, SKILLS, AND ABILITIES

• 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.
• 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.
  How you’ll grow
  At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn.
  We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.

• 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, and training 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 assigne