Junior Helpdesk Specialist
Job Description
The Junior Helpdesk Specialist role is based onsite in Springfield, VA, delivering frontline technical assistance and user support through the IT Service Desk. The position focuses on ticket handling, diagnostics, and issue resolution to support Chenega MIOS and Chenega Agile Real-Time Solutions.
Overview
The Junior Helpdesk Specialist provides dependable customer service and technical support to users, working through the Single-Point-of-Contact IT Service Desk in Springfield, VA. The role emphasizes effective communication, diagnostic checks, and timely resolution of requests to support large-scale government operations using modern IT solutions.
Responsibilities
- Provide initial technical assistance and support for computer systems, hardware, or software.
- Respond to inquiries, run diagnostic tools, isolate issues, and implement solutions.
- Handle customer requests submitted via email or chat channels.
- Guide customers through the problem-solving process step by step.
- Execute diagnostic programs to identify and resolve problems.
- Follow up with customers to confirm that the issue is resolved and to gauge satisfaction.
- Collect feedback from users about system usage and performance.
- Generate reports to identify recurring malfunctions and trends.
- Create or route tickets in the approved incident management system for all support calls.
- Aim for First Call Resolution on every request.
- Perform first-contact actions such as account resets, unlocks, troubleshooting, and security issue resolution.
- Carry out other duties as assigned.
Requirements
- Bachelor's Degree
- Associates Degree
- High School Diploma with 1+ years of information technology experience
- 3+ years of military experience
- 1+ years of experience in a government agency work environment
- Operational experience with ServiceNow
- Experience within the Intelligence Community
- Ability to obtain DoD 8140 IAT Level I credentials (A+ CE, CCNA-Security, CND, Network+ CE, SSCP) within 6 months of hire
- TS/SCI clearance required
Technologies
- ServiceNow
- Microsoft Word
- Microsoft Excel
- Microsoft Office
How You'll Grow
Chenega MIOS emphasizes professional development across all career levels, helping team members identify and leverage their strengths to excel. The organization provides opportunities to expand skills through on-the-job experiences and formal development programs, supporting growth from entry level through senior leadership.
Benefits
Chenega MIOS offers a broad range of benefits designed to support employees. Details about what the organization provides can be explored to understand the full value of employment with Chenega MIOS.
Chenega MIOS Culture
The culture is positive and supportive, encouraging individuals to perform at their best. The organization recognizes individuality, offers flexibility for healthy work-life balance, and conducts well-being programs to sustain a healthy, centered, and confident workforce.
Corporate Citizenship
Chenega MIOS pursues a purpose-driven approach to make a meaningful impact. The company emphasizes education, charitable giving, skill-based volunteerism, and leadership development to promote positive social impact within communities and among clients and team members.
Chenega MIOS News
Latest updates and news from Chenega MIOS are available at the official news page: Chenega MIOS News.
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