Shine Systems

Service Desk Specialist - Charlottesville, VA OR Fort Meade, MD

Desktop Support in Fort Meade, MD , Charlottesville, VA , Fort Bragg, NC , Aberdeen Proving Ground, MD

Posted 2019-04-23
Description

Duties May Include:

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

Required Experience
Education/Experience:

HS & 8 years OR
AS & 6 years OR
BS & 4 years OR
Master’s & 2 years OR
PhD & 0 years
Certifications:

DoD 8570.01-M IAT level II (Security+ CE, or equivalent)
MTA 98-349, Windows Operating System Fundamentals
Clearance:

Active TS/SCI Clearance required

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