IPOC Specialist

Springfield, VA Join our Talent Network

Summary:

TheIPOC Specialist provides superior customer service in support of customer requests supporting high visibility customers and partners with VTC and telecommunications services, located in Springfield, VA.

C-CARS-24-008

Duties and Responsibilities:

• Provide daily status report and graphical reporting aids completed and modified to meet department needs.

• Keep track of system progress in detailed reports.

• Email reports to appropriate leadership for review and status update.

• 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 processes.

• 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

• High school diploma and 8+ years relevant experience

• Operational experience with ServiceNow

• TS/SCI clearance required

Knowledge, Skills and Abilities

• Must have the ability to work 2 pm – 10 pm M-F shift

• Ability to obtain a DoD 8140 (formerly 8570.01-M) IAT Level II: Must have current Security + CE Certification, within 6 months of hire

• Ability to support a 24 x7 x 365 operations center, including supporting swing shifts from 6am-2pm, 2pm-10pm, or 10pm-6am and weekend shifts

• 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)

• Experience working in a home office setting

• Ability to train end users on frequently asked technical issues

• Ability to provide technical assistance and support over the phone

• Good phone skills with a professional demeanor

• 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

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.

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