Junior Help Desk Specialist

Job Description

Junior Help Desk Specialist | Chenega Agile Real-Time Solutions (CARS)

The Tone:
This is an early career role as a Junior Help Desk Specialist at Chenega Agile Real-Time Solutions (CARS), located in St. Louis, MO. CARS, a dedicated entity within Chenega Military, Intelligence & Operations Support (MIOS), specializes in providing integrated enterprise IT support to Federal customers both domestically and internationally. This position is vital for delivering superior customer service and essential technical assistance to support large-scale government operations, leveraging cutting-edge technology to enhance user productivity and satisfaction. The company culture is deeply committed to professional development, offering continuous opportunities to sharpen skills and advance careers in a rapidly evolving business climate, ensuring team members are empowered to excel daily.

The TL;DR
• Role: Early Career
• Type: Full-time (expected 4 days, 10-hour shifts, Sunday-Wednesday, 7AM-5PM; with potential for nights, weekends, and holidays as needed)
• Location: St. Louis, MO (On-site)
• Mission: Provide single-point-of-contact IT service desk support and resolve technical issues for federal customers.
• Tech Stack: ServiceNow

What You’ll Actually Do
• Technical Support: Provide assistance and support for diverse computer systems, hardware components, and various software applications, ensuring smooth operation for end-users.
• Problem Diagnosis: Respond to user queries, run comprehensive diagnostic programs to pinpoint issues, isolate specific problems, and determine and implement effective solutions.
• Incident Management: Create detailed tickets in the approved incident management system for all incoming support calls, consistently striving for First Call Resolution (FCR) whenever possible, or routing to the appropriate team.
• Account and Security Resolution: Handle initial contact for account resets, unlocking user accounts, troubleshooting login difficulties, and resolving security issues or errors.
• Customer Follow-Up and Feedback: Systematically follow up with customers to verify that their issues were fully resolved and gather valuable feedback regarding their system usage and satisfaction.

The Must-Haves
• Background: Requires a Bachelor’s degree OR an Associate’s degree OR a High School Diploma combined with a minimum of 1 year of direct Information Technology experience.
• Experience: Candidates must have 3+ years of Military experience OR 1+ years of experience working within a government agency environment. Demonstrable operational experience with ServiceNow is a key requirement, alongside prior experience within the Intelligence Community.
• Skills: Candidates must exhibit excellent customer service, organizational, and time management skills. An active TS/SCI clearance is mandatory, with the ability to obtain CI Poly clearance. Additionally, the ability to obtain a DoD 8140 (formerly 8570.01-M) IAT Level I certification (e.g., A+ CE, Network+ CE, SSCP) within 6 months of hire is required. Proficiency with Microsoft Office Applications, including Word and Excel, and the ability to train end users on frequently asked technical issues are also essential.
• Bonus: An active Security+ Certification is highly preferred, and additional specific ServiceNow experience would be considered a strong asset for this role.