Summary:

The IPOC 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.