Junior Helpdesk Specialist

<p><strong>**ACTIVE TS/SCI SECURITY CLEARANCE REQUIRED**</strong></p> <p>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&nbsp;<strong>Springfield, VA</strong>.<br><strong><br><em>Duties and Responsibilities:</em></strong></p> <ul> <li>Assist in providing technical assistance and support related to computer systems, hardware, or software.</li> <li>Assist in responding to queries, run diagnostic programs, isolate problems, and determine and implement solutions.</li> <li>Respond to email or chat messages for customers seeking help.</li> <li>Walk customers through problem-solving process.</li> <li>Run diagnostic programs to resolve problems.</li> <li>Follow up with customers to ensure issue(s) were resolved.</li> <li>Gain feedback from customers about system usage.</li> <li>Run reports to determine malfunctions that continue to occur.</li> <li>Create a ticket in the approved incident management system for all support calls received or route user support calls to appropriate IT Help Desk.</li> <li>Utilize Attempt First Call Resolution (FCR) for all requests received.</li> <li>Provide first contact account resets, unlocking, troubleshooting, and security issue/error resolution.</li> <li>Other duties as assigned</li> </ul> <p><strong><em>Minimum Qualifications:</em>&nbsp;(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)</strong></p> <ul> <li>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</li> <li>Relevant experience with the following: <ul> <li>Operational experience with ServiceNow</li> <li>Experience within the Intelligence Community</li> </ul> </li> <li>Exhibit excellent customer service, organizational, and time management skills</li> <li>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</li> <li>TS/SCI clearance required</li> </ul> <p><strong><em>Knowledge, Skills and Abilities:</em></strong></p> <ul> <li>Ability to obtain CI Poly Clearance</li> <li>Ability to work Shift hours. Shift will be identified upon hire</li> <li>Ability to work independently and yet be effective within a team setting</li> <li>Must be capable of managing multiple efforts with time related constraints in a fast-paced contracting environment</li> <li>Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals</li> <li>Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.</li> <li>Excellent skills in Microsoft Word, Excel, and other Office applications</li> <li>Proficient with Microsoft Office Applications, and experience working in a home office setting as well as the ability to train end users on frequently asked technical issues.</li> <li>Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, and previous customer service experience strongly desired.</li> <li>Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it</li> </ul> <p><strong>Additional Information</strong></p> <ul> <li>All your information will be kept confidential according to EEO guidelines.</li> <li>Compensation is unique to each candidate and relative to the skills and experience they bring to the position. The salary range for this position is typically $55-60k. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.</li> <li>Highlights of our benefits include Health/Dental/Vision, 401(k) match, Accrued PTO, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and more!</li> </ul> <p><em>D2 Consulting is committed to a merit-based recruitment process and encourages applications from all qualified individuals.&nbsp; As a Veteran-Owned Small Business, we particularly welcome applications from veterans who have the requisite skills and experience.&nbsp; Job applicants that are interested in one of our openings and may require a reasonable accommodation to participate in the job application or interview process, should contact us to request an accommodation.</em></p> <p>&nbsp;</p>