Junior Helpdesk Specialist

Junior Helpdesk Specialist – Chenega MIOS SBU

St. Louis, MO

Join our team of professionals who support large‑scale government operations by leveraging cutting‑edge technology. At Chenega MIOS, we embed professional development into our core culture and offer a rapidly evolving business climate for career growth.

The Junior Helpdesk Specialist provides superior customer service and technical support to users of the Single‑Point‑of‑Contact IT Service Desk located in Springfield, VA. This role focuses on first‑line troubleshooting, incident management, and customer satisfaction.

• Assist in providing technical assistance and support related to computer systems, hardware, or software.
• Respond 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 the problem‑solving process.
• Run diagnostic programs to resolve problems.
• Follow up with customers to ensure issues 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 the 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.

• Bachelor’s Degree OR
• Associate's Degree OR
• High School Diploma and 1+ years of Information Technology experience OR
• 3+ years of Military experience OR
• 1+ years of experience in a government agency work environment
• Relevant experience with the following:
  • Operational experience with Service Now
  • Experience with in 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.

• Ability to obtain CI Poly clearance.
• Ability to work shift hours (shift will be identified upon hire).
• Ability to work nights/weekends/holidays as needed.
• Ability to work independently and effectively within a team setting.
• Must be capable of managing multiple efforts with time‑related constraints in a fast‑paced contracting environment.
• Demonstrated ability to 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.
• Experience working in a home office setting, and the ability to train end users on frequently asked technical issues.
• Ability to provide technical assistance and support over the phone with good phone skills and a professional demeanor.
• Previous customer service experience strongly desired.
• Good problem‑solving skills with the ability to visualize a problem or situation and think abstractly to solve it.

Our professional development plan focuses on helping team members at every level identify and use their strengths to do their best work every day. Opportunities include on‑the‑job learning experiences, formal development programs, and a variety of career‑growth options.