Service Desk Specialist – Level 1

Improving Your Mission through Meaningful Innovation

Creating a vision of how your organization works is the first step. Building the strategies to get you there is where SHINE Systems can help.

As a business solutions consulting company, we provide a broad base of strategies. Our expertise covers:

Intensive in-the-field decision analysis and intelligence training

General management and administrative support

Technology and systems integration

Small- to large-scale project management

We like to keep things simple and base all our work on one strategy: To provide our customers with the people, the processes, and the technologies needed to meet any mission, big or small.

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. Includes both customer telephone support as well as electronically submitted requests
• Provide polite and friendly customer service
• Attempt to resolve as many incidents during the first contact, or at Tier I. 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

Certifications: DoD 8570.01-M IAT level II

Education and Years of Relevant Experience

• High School Diploma/GED and 6 years of relevant experience; or
• Associate’s Degree and 4 years of relevant experience; or
• Bachelor’s Degree and 2 years of relevant experience; or
• Master’s Degree
• 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

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