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 provide expert desktop, mobile, and network support for USSOCOM users at Fort Liberty, NC. The role requires working rotating shifts including nights, weekends and holidays to ensure 24/7 enterprise support.

The candidate must have DoD 8570 IAT Level I certification, a current Secret clearance, and strong communication skills, with experience in Remedy, Active Directory, and Windows operating systems.

Qualifications

• Five years IT/Service Desk experience.
• DoD 8570 IAT Level I certification required.
• Current Secret clearance required.
• Certification maintenance or recertification required.

Responsibilities

• Serve as first contact for desktop/laptop/mobile problems in a 70,000+ user enterprise.
• Provide VIP support to USSOCOM executives and staff.
• Troubleshoot Windows 7/8/10, MS Office, email and hardware.
• Document and track issues using Remedy AR System.
• Manage user accounts via Active Directory and assist with network incidents.
• Coordinate with Desktop, Network, and System teams for problem resolution.
• Install and troubleshoot server, network, and applications.
• Perform incident management including trending and prioritization.

Skills

Communication skills

Customer service

Tools

Remedy AR System

Dameware

RDP

Terminal Services

Active Directory

Windows OS

MS Office

Job description

Employment Type: Full-Time

Location: Fort Liberty, North Carolina

Minimum Experience: 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.

Specific Responsibilities

• 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