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.
Duties and Responsibilities:
Responsibilities
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Assist in providing technical assistance and support related to computer systems, hardware, or software.
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Assist in responding to queries, run diagnostic programs, isolate problems, and determine and implement solutions.
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Respond to email or chat messages for customers seeking help.
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Walk customers through problem-solving process.
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Run diagnostic programs to resolve problems.
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Follow up with customers to ensure issue(s) were resolved.
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Gain feedback from customers about system usage.
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Run reports to determine malfunctions that continue to occur.
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Create a ticket in the approved incident management system for all support calls received or route user support calls to appropriate IT Help Desk.
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Utilize Attempt First Call Resolution (FCR) for all requests received.
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Provide first contact account resets, unlocking, troubleshooting, and security issue/error resolution.
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Other duties as assigned
Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
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We are seeking candidates who meet at least one of the following qualifications:
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Bachelor’s Degree in a technical IT field
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1 year of experience working in Information Technology
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IT Certification (No prior experience required)
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Relevant experience with the following:
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Operational experience with ServiceNow
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Experience within the Intelligence Community
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Exhibit excellent customer service, organizational, and time management skills
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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
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TS/SCI clearance required
Knowledge, Skills and Abilities:
Nice to have
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Ability to obtain CI Poly Clearance
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Ability to work Shift hours. (Sun - Wed 5am CST - 3pm CST. Training will be 8am CST - 4pm CST)
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Ability to work independently and yet be effective within a team setting
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Must be capable of managing multiple efforts with time related constraints in a fast-paced contracting environment
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Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
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Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
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Excellent skills in Microsoft Word, Excel, and other Office applications
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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.
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Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, and previous customer service experience strongly desired.
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Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it
Additional Information
Benefits
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All your information will be kept confidential according to EEO guidelines.
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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 $50-55k. 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.
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Highlights of our benefits include Health/Dental/Vision, 401(k) match, Accrued PTO, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and more!
Legal
D2 Consulting is committed to a merit-based recruitment process and encourages applications from all qualified individuals. As a Veteran-Owned Small Business, we particularly welcome applications from veterans who have the requisite skills and experience. 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.