Junior Helpdesk Specialist (Overnight)

The Overnight Junior Helpdesk Specialist role at Chenega Agile Real-Time Solutions (CARS) places you on site in St. Louis, MO, delivering technical assistance and customer support for computer systems while directing requests to the Single-Point-of-Contact IT Service Desk. This position supports incident resolution and user inquiries during overnight hours, using diagnostic tools and guided troubleshooting to resolve issues and maintain system usability.

Responsibilities

• Provide technical assistance and support related to computer systems, hardware, or software.
• Respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.
• Respond to email or chat messages from customers seeking help.
• Walk customers through the problem-solving process.
• Run diagnostic programs to resolve problems.
• Follow up with customers to ensure issue(s) are resolved.
• Gain feedback from customers about system usage.
• Run reports to identify malfunctions that continue to occur.
• 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.
• Utilize Attempt First Call Resolution (FCR) for all requests received.
• Provide first contact account resets, unlocking, troubleshooting, and security issue/error resolution.
• Other duties as assigned.

Requirements

• Bachelor’s Degree
• Associate’s degree
• High School Diploma and 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
• Exhibit excellent customer service, organizational, and time management skills
• 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
• TS/SCI clearance required with the ability to obtain CI Poly clearance

Technologies

• ServiceNow