Job description

POSITION: Jr. Help Desk Specialist (Tier I)

LOCATION: Chantilly, VA

CLEARANCE: TS/SCI

Overview:

The Stacia Group, LLC. is seeking an experienced Jr. Help Desk Specialist in Chantilly, VA to provide on-site help desk support with Government-centric, courteous, responsive and knowledgeable technical assistance for solving information technology service-related issues.

Principle Responsibilities

• Manage the intake of IT service requests via phone, email, and in-person help desk.
• Create and manage incident tickets through Remedy ticketing system.
• Track all requests opened until resolution, including regularly notifying users of ticket status, escalating tickets when appropriate, and following up on ticket closures to ensure customer satisfaction.
• Input solutions into a knowledge base upon resolution of tickets.
• Conduct and report ticket trend analysis weekly.

· Provide knowledgeable support in order to maximize first call resolution.

Qualifications

· Must be a U.S. Citizen and hold an active TS/SCI Clearance.

· Must be willing to obtain a Security+ or other IAT Level II certification within 6 months of start date.

· Must have excellent oral and written communication skills to support effective communication and incident documentation of all interactions with users over phone, email, and in-person.

· Experience developing, testing, and maintaining Standard Operating Procedures (SOPs).

· IT Help Desk related experience or a strong desire to learn.

· Demonstrated ability to develop a professional network across organizational boundaries.

About The Stacia Group:

The Stacia Group is a small business with a strong military service background, dedicated to solving highly complex technical and organization challenges while providing exceptional levels of customer service. We strive to set the standards for customer service through the practice of High Reliability Operations (HRO). Some of our services include:

• Informational Technology Services
• Program and Project Management
• Consulting and Training

Job Type: Full-time

Pay: From $90,000.00 per year

Benefits:

• 401(k)
• Paid time off

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Chantilly, VA 20151: Reliably commute or planning to relocate before starting work (Required)

License/Certification:

• TS/SCI clearance eligibility (Required)

Work Location: One location

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