top of page

Intermediate Helpdesk Specialist

The Intermediate Helpdesk Specialist provides superior customer service in support of customer requests when contacting the Single-Point-of-Contact IT Service Desk located in Springfield, VA.

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.)

  • Bachelor's degree and 4+ years relevant experience OR

  • Associate degree and 6+ years relevant experience OR

  • HS / GED Degree and 8+ years relevant experience

  • Operational experience with ServiceNow

  • Experience in the Intelligence Community

  •  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

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, previous customer service experience strongly desired.

  • Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it


Click on the blue "Submit My Resume" below to start the process.

bottom of page