Junior Helpdesk Specialist

About the role

The Junior Helpdesk Specialist provides superior customer service for users contacting the Single‑Point‑of‑Contact IT Service Desk in St. Louis, MO. The role works a Sunday‑through‑Wednesday shift (5 am – 3 pm CST) and supports a range of technical issues via email, chat and phone.

Key responsibilities

• Respond to user inquiries, run diagnostic programs, isolate problems and implement solutions.
• Create and manage tickets in the approved incident management system, routing calls as needed.
• Utilize First Call Resolution techniques and follow up to ensure issues are fully resolved.
• Perform account resets, unlocks, and resolve security‑related errors.
• Generate reports on recurring malfunctions and gather user feedback on system usage.

Required profile

• Active TS/SCI clearance (or ability to obtain CI Poly clearance).
• Ability to work the specified shift hours and independently in a fast‑paced contracting environment.
• Excellent customer‑service, organizational and time‑management skills.
• Strong verbal and written communication with diverse internal and external stakeholders.

Required skills

• Operational experience with ServiceNow.
• Proficiency in Microsoft Word, Excel and other Office applications.
• Familiarity with diagnostic tools and ticketing systems.
• Knowledge of DoD 8140 (IAT Level I) certifications such as A+, CCNA‑Security, Network+, SSCP (obtainable within 6 months of hire).