Junior Helpdesk Specialist

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. 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 $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.