Junior Helpdesk Specialist

About the job

**ACTIVE TS/SCI SECURITY CLEARANCE REQUIRED**

Shift: Wednesday - Saturday, 8am CST - 6pm CST

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 St. Louis, MO .

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.)

• We are seeking candidates who meet at least one of the following qualifications:

• Bachelor's Degree in a technical IT field

• 1 year of experience working in Information Technology

• IT Certification (No prior experience required)

• 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. (Wed-Sat 8am CST - 4pm CST. Training will be M-F 8am CST - 4pm CST)

• 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 $50-55k. 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.