Chenega Agile Real-Time Solutions (Chenega MIOS) is building teams that thrive through support, professional development, and a positive, people-first culture. This onsite Junior Helpdesk Specialist role is your chance to deliver first-contact IT support while growing your technical skills in a fast-changing, mission-focused environment.
What you’ll do
As the Single-Point-of-Contact IT Service Desk support for Springfield, VA, you’ll handle customer requests and help move issues toward resolution using the approved incident management process.
- Provide technical assistance and support for computer systems, hardware, or software.
- Respond to customer inquiries through email, chat, and phone, including walking users through the troubleshooting process.
- Run diagnostic programs, isolate problems, and determine and implement solutions.
- Use Attempt First Call Resolution (FCR) for all requests received.
- Create a ticket in the approved incident management system for all support calls or route users to the appropriate IT Help Desk when needed.
- Follow up with customers to confirm issue resolution.
- Gather customer feedback related to system usage.
- Run reports to identify malfunctions that continue to occur.
- Support first contact account resets, unlocking, troubleshooting, and security issue/error resolution.
- Complete other duties as assigned.
What you’ll need
- Bachelor’s degree OR Associate degree OR High school diploma or GED equivalent with experience.
- Experience options include 1+ years of Information Technology experience, or 3+ years of military experience, or 1+ years of experience in a government agency work environment.
- Operational experience with ServiceNow.
- Experience within the Intelligence Community.
- Ability to obtain DoD 8140 (formerly 8570.01-M) IAT Level I certifications within 6 months of hire (A+ CE, CCNA-Security, CND, Network+ CE, SSCP, or equivalent).
- TS/SCI security clearance with ability to obtain CI poly.
- Successfully pass background and drug screening.
- Active Security+ certification.
- Ability to obtain CI Poly Clearance.
- Ability to work 10am to 6pm.
- Ability to work independently while being effective in a team setting.
- Capacity to manage multiple efforts with time-related constraints in a fast-paced contracting environment.
- Effective communication and collaboration with diverse internal and external stakeholder groups.
- Friendly presence, helpful attitude, and strong interpersonal skills.
- Strong skills in Microsoft Word, Excel, and other Office applications.
- Proficiency with Microsoft Office applications, plus experience working in a home office setting and training end users on frequently asked technical issues.
- Ability to provide technical assistance and support over the phone; professional demeanor and customer service experience are strongly desired.
- Good problem-solving skills, including the ability to visualize issues and think abstractly to resolve them.
Tools you’ll use
- ServiceNow
- DoD 8140 (formerly 8570.01-M), plus A+ CE, CCNA-Security, CND, Network+ CE, SSCP, and Security+
- Microsoft Word, Microsoft Excel, Microsoft Office
Pay and schedule
Location: Springfield, VA (onsite)
Estimated wage: USD $24.39/hr. Up to USD $32.21/hr
Growth, support, and culture
Chenega MIOS emphasizes a professional development plan focused on helping team members identify strengths and do their best work every day. You’ll also have opportunities to strengthen skills through hands-on experience in a global, fast-changing business world.
The culture is positive and supportive, with well-being programs and continuous efforts to maintain a workplace where people can excel while living healthy, happy lives.
Chenega MIOS is led by a purpose to make an impact that matters, and the Talent Acquisition team wants job seekers to feel prepared and confident exploring opportunities at Chenega MIOS.
