Junior Helpdesk Specialist

Job description

**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. (Sun - Wed 5am CST - 3pm CST.  Training will be 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.