Junior Helpdesk Specialist

<p><strong>**ACTIVE TS/SCI SECURITY CLEARANCE REQUIRED**</strong></p>
<p>Shift: Wednesday - Saturday, 8am CST - 6pm CST </p>
<p>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 <strong>St. Louis, MO</strong>.  <br><strong><br><em>Duties and Responsibilities:</em></strong></p>
<ul>
<li>Assist in providing technical assistance and support related to computer systems, hardware, or software.</li>
<li>Assist in responding to queries, run diagnostic programs, isolate problems, and determine and implement solutions.</li>
<li>Respond to email or chat messages for customers seeking help.</li>
<li>Walk customers through problem-solving process.</li>
<li>Run diagnostic programs to resolve problems.</li>
<li>Follow up with customers to ensure issue(s) were resolved.</li>
<li>Gain feedback from customers about system usage.</li>
<li>Run reports to determine malfunctions that continue to occur.</li>
<li>Create a ticket in the approved incident management system for all support calls received or route user support calls to appropriate IT Help Desk.</li>
<li>Utilize Attempt First Call Resolution (FCR) for all requests received.</li>
<li>Provide first contact account resets, unlocking, troubleshooting, and security issue/error resolution.</li>
<li>Other duties as assigned</li>
</ul>
<p><strong><em>Minimum Qualifications:</em> (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)</strong></p>
<ul>
<li>We are seeking candidates who meet at least one of the following qualifications:
<ul>
<li>Bachelor's Degree in a technical IT field</li>
<li>1 year of experience working in Information Technology</li>
<li>IT Certification (No prior experience required)</li>
</ul>
</li>
<li>Relevant experience with the following:
<ul>
<li>Operational experience with ServiceNow</li>
<li>Experience within the Intelligence Community</li>
</ul>
</li>
<li>Exhibit excellent customer service, organizational, and time management skills</li>
<li>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</li>
<li>TS/SCI clearance required</li>
</ul>
<p><strong><em>Knowledge, Skills and Abilities:</em></strong></p>
<ul>
<li>Ability to obtain CI Poly Clearance</li>
<li>Ability to work Shift hours. (Sun - Wed 5am CST - 3pm CST.  Training will be 8am CST - 4pm CST)</li>
<li>Ability to work independently and yet be effective within a team setting</li>
<li>Must be capable of managing multiple efforts with time related constraints in a fast-paced contracting environment</li>
<li>Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals</li>
<li>Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.</li>
<li>Excellent skills in Microsoft Word, Excel, and other Office applications</li>
<li>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.</li>
<li>Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, and previous customer service experience strongly desired.</li>
<li>Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it</li>
</ul>
<p><strong>Additional Information</strong></p>
<ul>
<li>All your information will be kept confidential according to EEO guidelines.</li>
<li>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.</li>
<li>Highlights of our benefits include Health/Dental/Vision, 401(k) match, Accrued PTO, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and more!</li>
</ul>
<p><em>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.</em></p>
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