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Service Desk Specialist (level 1)

Enterprise Services | Charlottesville, VA | Full Time

Job Description

Position - Service Desk Specialist (level 1)

Location - Charlottesville, VA

Hours – Normal Business hours                                

Clearance Required - TS/SCI       

DOD 8570 Category - (IAT / IAM Level II) Security+ or equivalent

HSD or GED with 6 Years of relevant experience, OR Associate's Degree with 4 Years of relevant experience, OR Bachelor's Degree with 2 Years of relevant experience, OR Master's Degree.

Job Description

EICORP has an immediate opening for a Service Desk Specialist to work at the National Ground Intelligence Center in Charlottesville, VA. Candidates must currently possess an active Top Secret clearance with SCI Eligibility.

Responsibilities

• Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests

• Provides polite and friendly customer service

• Attempts 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

• Documents incident status and solutions in incident database tools.

• Possesses current working knowledge of computers, printers, laptops, and common windows applications

• Works through various types Tier II issues with telephone assist

• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability