Mid-Level Service Desk Technician

Occam Solutions, Inc; Winston-Salem (NC); On-site; USD 52,000 - 77,000; Full time

Job summary

Occam Solutions, Inc. is seeking a Mid-Level Service Desk Technician at Fort Liberty, NC to resolve hardware, software, and network issues for a large enterprise.

You will support Windows OS, MS Office, email, and applications, with direct Remedy AR System usage. Responsibilities include VIP support for USSOCOM, incident management, Active Directory tasks, and rotating shifts including nights, weekends, and holidays.

Qualifications

• Two years of relevant IT/service desk experience.
• DoD 8570 IAT Level I certification.
• Must maintain DoD 8570 IAT Level I certification via continuing education requirements or recertification.
• Must possess current TS/SCI clearance.
• Must be TS/SCI eligible.

Responsibilities

• Serve as the initial contact for desktop/laptop/mobile problems for a 70,000+ user enterprise.
• May provide VIP level support to USSOCOM executive level users and their staff.
• Troubleshoot research, diagnose, document, and resolve technical issues surrounding Windows 10/8/7, MS Office, email, and hardware.
• Document, track, resolve, and report on problems and work orders using Remedy AR System.
• Modify/create and troubleshoot user accounts via Active Directory; submit changes to file management and peripheral devices via Remedy; elevate network incidents, and provide direct support to USSOCOM customers worldwide.
• Determine which special team can best resolve the problem and assign the task to the appropriate teams.
• Ability to install, maintain and troubleshoot server, network, system and application issues.
• Technical experience in setup, operation, and troubleshooting of related OS.
• Must have experience with Dameware, RDP and Terminal Services.
• May perform incident management functions including trending and communication with senior team members.
• Perform other duties as required.

Skills

Customer service

Verbal & written communication

Technical troubleshooting

Team coordination

Tools

Remedy AR System

Dameware

RDP

Terminal Services

Active Directory

Windows OS

Job description

Mid-Level Service Desk Technician

Location

Fort Liberty, North Carolina

Employment Type

Full-Time

Minimum Experience

Mid-level

Occam Solutions is looking for a Mid Level Service Desk Technician, Ft. Bragg. The Mid-Level Desk Technician will have many responsibilities will include: Interfaces directly with supported end-users to provide hardware, software, network and applications problem resolution. Is proficient with industry standard desktop operating systems and office automation software suites. Must demonstrate excellent verbal and written communication skills. Special Operations Force experience is preferred (but not required). Will be required to work rotating shift schedules to include nights, weekends, and holidays.

Specific Responsibilities

• Serve as the initial point of contact for resolution of desktop/laptop/mobile related problems in a 70,000+ customer 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 Action Request database system.
• Modify/create and troubleshoot user accounts via Active Directory, submit changes to file management and peripheral devices via Remedy, elevate network incidents, and provide direct support to USSOCOM customers located throughout the world.
• 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 server, network, system and application issues.
• Technical experience in the setup, operation, and troubleshooting of all associated and follow-on operating systems.
• Must have experience with Dameware, RDP 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

• Two Years relevant IT/Service Desk Experience
• Must have DoD 8570 IAT Level I certification.
• Must be able to maintain DoD 8570 IAT Level I certification via continuing education requirements or re certification.
• Must possess current TS/SCI clearance.
• Must be TS/SCI eligible.

Preferred Qualifications

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

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