Help Desk Support Specialist with Security Clearance

Job Type Full-time Description Help Desk Support Specialist Location: St Louis, MO or Springfield, VA The Help Desk Specialist will provide superior customer service in support of the Enterprise Service Desk. As the Help Desk Specialist, you will serve as the end-user's single point of contact for reporting all IT service-related issues, initiate requests for all IT services contained in the IT Service Catalog and assist with any question concerning IT services. Responsibilities Provide 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 and walk them through the problem-solving process. Follow up with customers to ensure issue(s) were resolved. Gather feedback from customers about system usage. Run reports to determine malfunctions that continue to occur. Create tickets in the approved incident management system for all support calls received, or route user support calls to the appropriate IT Help Desk. Attempt First Call Resolution (FCR) for all requests received. Provide first contact account, unlocking, troubleshooting, and security issue/error resolution. Qualifications Bachelor's Degree with two (2) years of relevant experience is desired, but experience can be substituted in lieu of a degree. Strong business and organizational skills and outstanding communication skills, both verbal and written. Ability to handle confidential information with discretion. Detail oriented with the ability to manage multiple tasks. Motivated self-starters. Operational experience with ServiceNow. Experience in the Intelligence Community. Exhibit excellent customer service, organizational, and time management skills. DoD 8140 (formerly 8570.01‑M), IAT Level I: Must have current A+ CE or Security+ CE certification or be able to obtain certification within 6 months of hire date. Ability to support a 24x7x365 operations center, including swing shifts from 6 am‑2 pm, 2 pm‑10 pm, or 10 pm‑6 am and weekend shifts. Physical Requirements & Work Environment While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee may use repeated motions that include the arms, wrists, hands and/or fingers. The employee is occasionally required to walk, stand, climb, balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision. EEO Statement Obsidian Solutions Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and gender identity), national and ethnic origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, protected veteran status, and any other non‑merit factor, or any other characteristic protected by law. #J-18808-Ljbffr Obsidian Solutions Group