Helpdesk Specialist, TS/SCI with CI Polygraph Security Clearance Required, Springfield, VA

The qualified Helpdesk Specialist must have an active TS/SCI security clearance and be able to obtain a CI Polygraph security clearance. This position is 100% Onsite.

The 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.

Helpdesk Specialist 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.

Helpdesk Specialist Qualifications:

– High school diploma or GED and 6+ years of relevant experience or an Associate degree and 4+ years of experience or a Bachelor’s degree and 2+ years of experience.
– 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 and the 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 and the ability to visualize a problem/situation and think abstractly to solve it.

Keywords: Springfield VA Jobs, Helpdesk Specialist, ServiceNow, Word, Excel, MS Office, Hardware, Software, Phone Support, Support, Technician, Network, Networking, Security Clearance, Virginia Recruiters, IT Jobs, Virginia Recruiting

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