D2 Technical Services
JuniorHelpdeskSpecialist
Neural analysis suggests this role is
optimal for Junior candidates.
“Junior Helpdesk Specialist at D2 Technical Services. Skills: Customer service, Technical support. Provide technical assistance. Support computer systems”
Industry & Context.
Problem-solving ability
ACTIVE TS/SCI SECURITY CLEARANCE REQUIRED, Ability to work Shift hours, Ability to work independently, Manage multiple efforts, Time related constraints, Fast-paced contracting environment
What They're Looking For.
Must Have
Bachelor's Degree in technical IT field, 1 year of experience in IT, TS/SCI clearance required, Ability to obtain DoD 8140 IAT Level I within 6 months
Nice to Have
IT Certification (No prior experience required), Relevant experience with ServiceNow, Experience within the Intelligence Community, Ability to obtain CI Poly Clearance
What You'll Do.
Provide technical assistance
Support computer systems
Run diagnostic programs
Respond to email messages
Respond to chat messages
Walk customers through problem-solving
Follow up with customers
Gain feedback from customers
Route user support calls
Utilize Attempt First Call Resolution
Provide account resets
Provide account unlocking
Provide troubleshooting
Provide security issue resolution
How You'll Work.
Team & Collaboration
Work within a team setting; Collaborate with diverse groups
Communication Scope
Effective communication
Full Job Description
**ACTIVE TS/SCI SECURITY CLEARANCE REQUIRED** Shift: Sunday through Wednesday 5am CST - 3pm CST (training will be 8am CST - 4pm CST) The Junior Helpdesk Specialist provides superior customer service in support of customer requests when contacting the Single-Point-of-Contact IT Service Desk located in St. Louis, MO. Duties and 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 Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.) We are seeking candidates who meet at least one of the following qualifications: Bachelor's Degree in a technical IT field 1 year of experience working in Information Technology IT Certification (No prior experience required) Relevant experience with the following: Operational experience with ServiceNow Experience within the Intelligence Community Exhibit excellent customer service, organizational, and time management skills 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 required Knowledge, Skills and Abilities: Ability to
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