Req ID: 33774

Summary

Helpdesk Specialist, Mid

Albany, GA

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, provides superior customer service and acts as the first line for fielding and performing the initial screening of customer-related incidents being reported and will assist the customers in identifying the nature of the incident and initiate discussions with the appropriate parties. The Helpdesk Specialist, Mid, is responsible for answering queries and addressing system and user issues in a timely and professional manner. Help desk support works with the Release Management Team and Agile Development Teams and must be familiar with the Appian BPM Platform or USMC TDM-Catalyst Platform.

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 helpdesk tickets.

• Work with the Release Management Team, Agile 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.

• Responsible for monitoring the health of various service components via Appian Health Check.

• Other duties as assigned.

Qualifications

• Highschool Diploma or GED required

• 4+ years of relevant experience to include:

• Familiarity with the Appian BPM Platformor USMC TDM-Catalyst Platform is required.

• Experience with Jira and Confluence is preferred.

• Experience providing Helpdesk support to USMC customers desired.

• Background check required

Knowledge, Skills, and Abilities:

• Experience with Agile and/or federal software development environments preferred

• 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 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 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 Team

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