Req ID: 29507

　　Summary

　　Helpdesk Specialist, Mid

　　Stafford, VA

　　Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

　　At Cyberstar, we aim to analyze and boost human and business performance through the implementation of business process redesign and information technology (IT) modernization to include data analytics and cloud computing.

　　We offer an alternate solution to improving the quality and effectiveness of business operations. In an ever-changing economy, Cyberstar helps companies better read and understand their market data through the synchronization of process innovation, human dynamics, analysis, and the integration of data technology capabilities, to ensure functional optimization in their business.

　　The Helpdesk Specialist, Mid is the customer-facing Tier 2 Help Desk representative. This vital position is responsible for providing direct support to end users in the field and tracking all Help Desk metrics every week, including some new/open incidents, classification of incidents by tier and assigned group, and number of resolved instances. The Helpdesk Specialist, Mid also provided smoke testing support for all new and updated features and functions of the application.

　　Responsibilities

　　Receive customer Help Desk phone calls and service requests for support.

　　Provide direct production support services for application users by responding to operational problems that are funneled to the team via the customer’s helpdesk ticketing system, Remedy.

　　Work with the Release Management Team, the Development Teams, and PMO staff.

　　Responsible for maintaining FAQs for questions or queries from users and an SOP for common issues encountered during the support process with detailed analysis and resolution steps.

　　Other duties as assigned.

　　Qualifications

　　Associate degree and 5+ years of relevant experience.

　　Experience with government-standard Remedy ticketing system is required.

　　Experience with Jira and Confluence is preferred.

　　Experience providing Help Desk support to US military customers is preferred.

　　Secret clearance required.

　　Knowledge, Skills, and Abilities

　　Experience with federal software development environments preferred.

　　Ability and flexibility to support either an 8:00 AM-4:00 PM shift or 12:00 PM-8:00 PM shift.

　　Ability to work onsite per the customer’s request at Marine Corps Base Quantico with the system SMEs.

　　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 Microsoft Office skills (Word, Excel, and other applications)

　　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 are strongly desired.

　　Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve it.

　　How you’ll grow

　　At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn.

　　We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.

　　Benefits

　　At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.

　　Learn more about what working at Chenega MIOS can mean for you.

　　Chenega MIOS’s culture

　　Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.

　　Corporate citizenship

　　Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.

　　Learn more about Chenega’s impact on the world.

　　Chenega MIOS News- https://chenegamios.com/news/

　　Tips from your Talent Acquisition T eam

　　We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:

　　Chenega MIOS web site - www.chenegamios.com

　　Glassdoor - https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI_IE369514.11,23.htm

　　LinkedIn - https://www.linkedin.com/company/1472684/

　　Facebook - https://www.facebook.com/chenegamios/

　　#Cyberstar, LLC

　　Chenega Corporation and family of companies is an EOE.

　　Equal Opportunity Employer/Veterans/Disabled

　　Native preference under PL 93-638.

　　We participate in the E-Verify Employment Verification Program