Senior Helpdesk Specialist

About the role

Senior Helpdesk Specialist position based in St. Louis, MO supporting large‑scale government operations through Chenega Military, Intelligence & Operations Support (MIOS) and its Chenega Agile Real‑Time Solutions (CARS) team. CARS provides integrated enterprise IT support to Federal customers both CONUS and OCONUS and employs Subject Matter Experts with decades of experience in the Federal marketplace. The role delivers superior customer service via the Single‑Point‑of‑Contact IT Service Desk, assisting with technical inquiries, diagnostics, ticketing, and first‑call resolution.

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

Qualifications

• Bachelor's degree and 6+ years relevant experience OR Associate degree and 8+ years relevant experience OR HS/GED degree and 10+ 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
• Successfully pass background and drug screening

Skills

• Ability to obtain CI Poly Clearance
• Ability to work independently and yet be effective within a team setting
• 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, and previous customer service experience strongly desired

Benefits

Chenega MIOS offers a broad range of benefits, emphasizing professional development, well‑being programs, and a positive, supportive culture that encourages team members to do their best work. The