Junior Helpdesk Specialist

USmax Corporation is seeking a Junior Helpdesk Specialist to provide customer service support for customer requests when contacting the Single-Point-of-Contact IT Service Desk located onsite in St. Louis, MO.

The Junior Helpdesk Specialist will assist in providing technical assistance and support related to computer systems, hardware, or software, and respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.

Duties and Responsibilities:

• 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.
• Perform other duties as assigned.

• Excellent verbal and written communication skills
• Strong understanding of advertising and communications practices.
• Ability to demonstrate sound judgment and be comfortable in a public-facing role.

Required 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.
• 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.
• Possess a 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.

Required Education:

• High school diploma or GED and six years of relevant experience; or an Associate’s degree and four years of experience; or Bachelor’s degree and two years of experience.

Security Clearance Requirements:

• Applicants must possess an active TS clearance to be considered for this position. Candidates will not be able to begin work until obtaining SCI clearance and must have the ability to obtain CI Poly Clearance.

Work Location / Schedule:

• Applicants must have the ability to work shift hours onsite. Shift will be identified upon hire.

USmax Corporation is an award-winning SBA Certified Woman-Owned Small Business and leading provider of innovative professional, technical and enterprise IT services. Our client areas span, national security, public safety and healthcare markets.

Our Commitment to quality and continuous process improvement is demonstrated by our ISO 9001:2015, ISO 20000-1:2018, and ISO 27001:2013 registrations. We offer complete program life cycle support through a full range of planning, design, implementation, management, and support services. Our services based on trust, quality, efficiency, and innovation drive the mission of our various federal and commercial customers.

USmax is certified by the Commonwealth of Virginia Department of Veterans Services as a Virginia Values Veterans (V3) Facility and certified as a V3 Certified Employer. USmax is an avid supporter of the men and women who have served our country. This certification recognizes this achievement and furthers our commitment to veterans and their families.