Junior Tier 1 Help Desk Specialist with Security Clearance

---

Job description

Overview The Tier 1 Help Desk Specialist is r esponsible for providing exceptional customer service and support by promptly addressing inquiries, clarifying policies, and resolving issues in a professional and courteous manner for the DREN Quality Engineering & System Assurance Directorate helpdesk . Responsibilities Respond to inbound customer inquiries via phone, email, or chat regarding program related questions. Conduct outbound contacts via phone, email, or other channels as necessary to follow up on initial inquiries, close inquiries, gather information, or for other reasons as necessary. Use provided knowledge and training to provide accurate and detailed information about client policies, procedures, and guidelines to customers, ensuring clarity and understanding. Effectively communicate program information to customers in a clear and concise manner. Handle and resolve customer complaints or concerns, escalating complex issues to Tier 2 support or appropriate departments when necessary. Assist the IT Lead in managing equipment storage and coordinate pick-up of turn-ins with the Property Book Office. Track annual IA training compliance for the Directorate, which may include notifying and assisting individuals with re-taking training, updating The Army Training & Certification Tracking System (ATCTS ) and requesting account re-instatement. Review DD2875 forms to ensure accuracy and completeness, and staff requests through the IT Lead/Information Management Officer in a timely manner . Manage license pool and request software deployments as needed. Periodically check printer toner levels and replace toner as necessary while also managing toner inventory and notifying IT Lead when supplies are low. Provide smartphone support to the Directorate. This includes requesting new devices/lines of service, replacement phones, configuration of devices & encryption, troubleshooting issues and requesting OCONUS service when employees travel internationally for business. Responsible for patching, configuring and periodic testing of all hardware and software in all conference rooms. Qualifications Required: Ba chelor's degree OR Associates Degree + 2 years additional experience OR H.S. Diploma + 4 years additional experience 6 months Customer Service or Contact Center experience required Proven ability to work well in and coordinate with a team in a virtual environment Proven experience in a customer service or contact center environment, preferably handling policy-related inquiries. Strong verbal and written communication skills with exceptional listening and comprehension abilities. Ability to effectively communicate complex policy information to customers in a clear and concise manner. Excellent problem-solving and decision-making skills, with the ability to think quickly and offer appropriate solutions . Ability to handle customer complaints and difficult situations with empathy and professionalism. Proficient computer skills and experience with customer relationship management (CRM) systems or similar tools. Strong attention to detail and organizational skills to ensure accurate documentation of customer interactions. Ability to work well under pressure, handle multiple tasks simultaneously, and meet performance targets and deadlines. Flexibility to work in a shift-based environment, including evenings, weekends, and holidays as required . Company Overview Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure. Integral is headquartered in Tysons Corner, VA and serves clients throughout the country. We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal! Our package also includes: Medical, Dental & Vision Insurance Flexible Spending Accounts Short-Term and Long-Term Disability Insurance Life Insurance Paid Time Off & Holidays Earned Bonuses & Awards Professional Training Reimbursement Paid Parking Employee Assistance Program Integral is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, military/veteran status, physical or mental disability, or any other protected class.

<!– job description page –>