Junior Helpdesk Specialist

**ACTIVE TS/SCI SECURITY CLEARANCE REQUIRED**


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 Springfield, VA.

Duties and Responsibilities:

• Assist in providing technical assistance and support related to computer systems, hardware, or software.


• Assist in responding to queries, run diagnostic programs, isolate problems, and determine and implement solutions.


• Respond to email or chat messages for customers seeking help.


• Walk customers through problem-solving process.


• Run diagnostic programs to resolve problems.


• Follow up with customers to ensure issue(s) were resolved.


• Gain feedback from customers about system usage.


• Run reports to determine 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 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

Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)

• 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


• Relevant experience with the following:
  
  
  
  • 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

Knowledge, Skills and Abilities:

• Ability to obtain CI Poly Clearance


• Ability to work Shift hours. Shift will be identified upon hire


• Ability to work independently and yet be effective within a team setting


• Must be capable of managing multiple efforts with time related constraints in a fast-paced contracting environment


• Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals


• Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.


• Excellent skills in Microsoft Word, Excel, and other Office applications


• 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.


• Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, and previous customer service experience strongly desired.


• Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it

Additional Information

• All your information will be kept confidential according to EEO guidelines.


• 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.


• Highlights of our benefits include Health/Dental/Vision, 401(k) match, Accrued PTO, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and more!

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.