Sr Service Desk Technician

Occam Solutions, Inc; Winston-Salem (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

Occam Solutions, Inc. is seeking a Senior Service Desk Technician to support Fort Liberty, NC. You will handle complex desktop, laptop, and mobile issues, provide VIP assistance to executive users, and coordinate with multiple teams for incident resolution.

The role requires expertise across Windows OS, MS Office, Remedy, and Active Directory, with rotating shifts including nights and weekends. DoD 8570 IAT Level I certification and a Secret clearance are required.

Qualifications

• Five years of IT/service desk experience.
• DoD 8570 IAT Level I certification required.
• Maintain DoD 8570 IAT Level I certification through CE or recertification.
• Current Secret clearance.

Responsibilities

• Provide VIP level support to USSOCOM executive users and staff.
• Initial point of contact for desktop/laptop/mobile problems in a 70,000+ user enterprise.
• Troubleshoot issues across Windows OS, MS Office, email, internet, and hardware.
• Document, track, and resolve problems using Remedy AR System.
• Manage user accounts via Active Directory and coordinate with teams for escalations.
• Perform incident management including trending and communication with leadership.

Skills

Desktop support

Windows 10/8/7

Active Directory

Remedy AR System

Dameware

RDP

Terminal Services

VIP support

Communication skills

Customer service

Education

DoD 8570 IAT Level I

Tools

Remedy AR System

Active Directory

Dameware

RDP

Terminal Services

Job description

Job Openings

Sr Service Desk Technician

Fort Liberty, North Carolina

Full-Time

Experienced

Occam Solutions is looking for a Senior Service Desk Technician, Ft Bragg. The Senior Service Desk Technician will have many responsibilities such as: Interfaces directly with supported end-users to provide hardware, software, network and applications problem resolution. Is an expert with industry standard desktop operating systems and office automation software suites. Must demonstrate excellent verbal and written communication skills. Will be required to work rotating shift schedules to include nights, weekends, and holidays. This includes 24-hour shift work, surge weekends and SCIF work as well.

Specific Responsibilities

Senior Service Desk Technicians (SSDTs) must be able to clearly communicate via phone, portals and instant messaging with end users and technicians. These technicians must have extensive experience troubleshooting core services (file, e-mail, print, web, portal and transport), and be able to mentor lower level technicians to become experts within these area. Must be able to present a professional, sharp and technically savvy image via verbal, written and in person communications with customers with responsibilities ranging from entry level to the senior executive levels and serve as a positive example to other technicians on the team. SSDTs must be qualified to perform the following functions:

• Senior technician will exemplify professionalism in all areas of the job; compliance with schedule, following CSD business processes, and superior customer service skills.
• Serve as the initial point of contact for resolution of desktop/laptop/mobile related problems in a 70,000+ customer enterprise.
• 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.
• Will be required to provide VIP level support to USSOCOM executive level users and their staff.
• 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 expertise in the setup, operation, and troubleshooting of all associated and follow-on operating systems.
• Must be proficient with Dameware, RDP and Terminal Services.
• Will be required to perform incident management functions which include: Incident trending and prioritization and documenting and communicating those findings with senior organizational team members.
• May serve as the functional lead of a team to direct and monitor other technicians in the performance of their duties.
• Perform other duties as required.

Minimum Required Qualifications

• Five 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 Secret clearance.

Preferred Qualifications

• DoD 8570 IAT Level II certification.
• Special Operations Force experience.
• Possess current TS clearance with SCI eligibility