Junior Helpdesk Specialist

Description: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.Shift start times (8 hr shifts)5:00am, 6:00am, 7:00am, 8:00am, 9:00amDuties 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 assignedMinimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)Bachelor’s Degree ORAssociates Degree ORHigh School Diploma and 1+ years of Information Technology experience OR3+ years of Military experience OR1+ years of experience in a government agency work environmentRelevant experience with the following:Operational experience with ServiceNowExperience within the Intelligence CommunityExhibit excellent customer service, organizational, and time management skillsAbility to obtain DoD 8140 (formerly 8570.01-M) IAT Level I: A+ CE, CCNA-Security, CND, Network+ CE, SSCP, within 6 months of hireTS/SCI clearance requiredKnowledge, Skills and Abilities:Ability to obtain CI Poly ClearanceAbility to work independently and yet be effective within a team settingMust be capable of managing multiple efforts with time related constraints in a fast-paced contracting environmentDemonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individualsFriendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.Excellent skills in Microsoft Word, Excel, and other Office applicationsProficient 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 itAbout TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.