**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.
Top Skills
What We Do
D2 Consulting provides services to the Federal Government focused in the following three area's
We leverage D2 Consulting engineering, operations and governance best practices to efficiently and effectively deploy, maintain and continuously improve IT services and solutions. This includes not only engineering solutions such as VDI and providing direct support to operations but also deploying the tools to instrument and maintain Enterprise performance and availability (including ITSM and Enterprise Management Tools).
Protect & Secure: This is our cyber security practice, which includes functions like audit and information assurance, as well as the traditional mechanics of securing IT systems and services. We have experience working with the Government to better manage risk to help move the accreditation process along. This is especially true with respect to adapting accreditation controls to a cloud environment.
Cloud Migration and Data Center modernization/consolidation: This area is focused on cloud migration and adoption as well as data center consolidation. We work to ensure that infrastructure requirements are implemented correctly, according to best practices and in a timely manner.
