Junior Help Desk Specialist

Job Description

Junior Help Desk Specialist | Chenega Corporation

The Tone:
This is an early career role at Chenega Corporation, located in St. Louis, MO. Chenega Military, Intelligence & Operations Support (MIOS) is a professional services company that supports large-scale government operations by leveraging cutting-edge technology. This role is crucial for providing superior customer service and essential technical assistance, directly contributing to the efficient operation of critical IT systems for federal customers.

The TL;DR
• Role: Early Career
• Location: St. Louis, MO (In-person)
• Mission: Provide superior customer service and technical assistance for IT requests, ensuring effective resolution of user issues.
• Tech Stack: ServiceNow, Microsoft Word, Excel, Office applications

What You’ll Actually Do
• Customer Support: Provide technical assistance and support related to computer systems, hardware, and software.
• Issue Resolution: Respond to customer queries via email, chat, or phone to diagnose, isolate problems, and determine and implement solutions.
• Ticket Management: 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.
• First Call Resolution: Attempt First Call Resolution (FCR) for all requests received, including first contact account resets, unlocking, troubleshooting, and security issue/error resolution.
• Follow-up & Diagnostics: Follow up with customers to ensure issue(s) were resolved and run diagnostic programs or reports to determine malfunctions that continue to occur.

The Must-Haves
• Background: Early Career, requiring a Bachelor’s degree OR an Associate’s degree OR a High School Diploma with 1+ years of Information Technology experience.
• Experience: Requires 3+ years of Military experience OR 1+ years of experience in a government agency work environment, with operational experience using ServiceNow and experience within the Intelligence Community.
• Skills: Exhibit excellent customer service, organizational, time management, and problem-solving skills, with proficiency in Microsoft Office Applications and good phone skills. Must be able to obtain DoD 8140 (formerly 8570.01-M) IAT Level I certification (A+ CE, CCNA-Security, CND, Network+ CE, SSCP) within 6 months of hire.
• Clearance: Possess a TS/SCI clearance with the ability to obtain a CI Poly clearance.
• Bonus: Active Security+ Certification.