Service Desk Specialist – Level 1

Shine Management Inc. & Shine Systems; Charlottesville (VA); On-site; USD 45,000 - 60,000; Full time

Job summary

Shine Management Inc. & Shine Systems in Charlottesville, Virginia, is seeking a Level 1 Service Desk Specialist. The ideal candidate will provide first contact and incident resolution for customers experiencing hardware and software issues while offering polite and effective customer service.

Essential qualifications include certifications, relevant experience, and the ability to manage schedules for engineering programs. An Active TS/SCI clearance is required for this role.

Qualifications

• DoD 8570.01-M IAT level II certification required.
• Active TS/SCI clearance required.
• 2 years of managing a schedule for an engineering program is essential.

Responsibilities

• Provide first contact and incident resolution for hardware and software issues.
• Document incident statuses and solutions.
• Ensure polite and friendly customer service.

Skills

Customer service

Incident resolution

Technical support

Problem-solving

Education

High School Diploma/GED and relevant experience

Associate’s Degree and relevant experience

Bachelor’s Degree and relevant experience

Tools

MS Project or similar software

Common Windows applications

Job description

Job Description

The ideal candidate will demonstrate moderate technical skills with the ability to apply more advanced concepts and processes to daily activities, beyond just following a checklist of tasks. They require minimal guidance and direction from more senior level team members and can work effectively both individually and on teams. In order to help support uninterrupted availability of INSCOM’s Command, Control, Communications, Computers, and Information Management (C4IM) baseline, the Level 1 Service Desk Specialist will:

• Provide first contact and incident resolution to customers with hardware, software, and application problems, including customer telephone support and electronically submitted requests.
• Provide polite and friendly customer service.
• Attempt to resolve as many incidents during the first contact, or at Tier I, and efficiently escalates incidents to higher Tier II or Tier III when required.
• Document incident status and solutions in incident database tools.
• Work through various types Tier II issues with telephone assist.
• Provide answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability.

Qualifications

Certifications: DoD 8570.01-M IAT level II

• High School Diploma/GED and 6 years of relevant experience.
• Associate’s Degree and 4 years of relevant experience.
• Bachelor’s Degree and 2 years of relevant experience.
• Must possess current working knowledge of computers, printers, laptops, and common Windows applications.
• Must have 2 years of demonstrated experience managing a schedule for an engineering program involving hardware and software development and multiple sub-components using MS Project or similar project scheduling software.

Clearance: Active TS/SCI

EEO Statement

All your information will be kept confidential according to EEO guidelines.