Jr Service Desk Technician

Occam Solutions, Inc; Tampa (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

Jr Service Desk Technician in Tampa, Florida, is a full-time entry-level role. You will be the first point of contact for desktop, network and application issues, communicating with end users across phone, portal, email and chat.

The position requires rotating shifts including nights, weekends and holidays as needed. You will gain hands-on experience with Windows 7/8/10, MS Office, Remedy ticketing, Active Directory, and related tools while supporting a 70,000+ end-user environment.

Qualifications

• Must achieve DoD 8570 IAT Level I certification within 90 days of hire.
• Must maintain DoD 8570 IAT Level I certification via continuing education or re-certification.
• Possess current TS/SCI.

Responsibilities

• Serve as the initial contact for desktop/laptop problems in a 70,000+ end user environment.
• May provide VIP level support to USSOCOM executive users and staff.
• Troubleshoot and resolve issues with Windows 10/8/7, MS Office, email and peripherals by phone.
• Document, track, and report problems using Remedy ticketing system.
• Create, modify, delete user accounts via Active Directory and support tools.
• Route issues to Desktop, Customer Support, Network or System Administration teams when needed.
• Install, maintain, and troubleshoot network, system, and application software.
• Familiar with Dameware and Terminal Services; participate in incident management.

Skills

Verbal communication

Written communication

Tools

Remedy

Active Directory

Dameware

Terminal Services

MS Office

Windows 7/8/10

Job description

Jr Service Desk Technician

Tampa, Florida

Employment Type

Full-Time

Minimum Experience

Entry-level

The Jr. Service Desk Technician will have many responsibilities will include: Interfaces directly with supported end-users to provide hardware, software, network and applications problem resolution. Must demonstrate excellent verbal and written communication skills.

Specific Responsibilities: Service Desk Technicians (SDTs) must be able to clearly communicate via phone, portals, email, and instant messaging with end users and technicians. Will be required to work rotating shift schedules to include nights, weekends, and holidays.

After a probationary and training period Junior HDTs should be qualified to perform the following functions:

• Serve as the initial point of contact for resolution of desktop/laptop related problems in a 70,000+ end user enterprise.
• May be required to provide VIP level support to USSOCOM executive level users and their staff.
• Troubleshoot research, diagnose, document, and resolve technical issues surrounding Windows 10, Windows 8, Windows 7, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment via telephone.
• Document, track, resolve, and report on problems and work orders using Remedy ticketing system.
• Create, modify, delete user accounts via Active Directory and associated support tools.
• Determine which special team can best resolve the problem and assign the task to the Desktop Support, Customer Support, Network Administration or System Administration Teams when a solution cannot be provided telephonically.
• Ability to install, maintain, and troubleshoot network, system, and application software.
• Apprentice level technical knowledge of workstation hardware and Microsoft Technologies.
• Apprentice level technical knowledge in the setup, operation, and troubleshooting of all associated and follow-on operating systems.
• Must be familiar with Dameware and Terminal Services.
• May be required to perform incident management functions which include: Incident trending and prioritization and documenting and communicating those findings with senior organizational team members.
• Perform other duties as required.

Minimum Required Qualifications

• Must achieve DoD 8570 IAT Level I certification within 90 days of hire.
• Must be able to maintain DoD 8570 IAT Level I certification via continuing education requirements or re-certification.
• Possess current TS/SCI.

Preferred Qualifications

• DoD 8570 IAT Level II certification.
• Special Operations Force experience.