Job Description

Mid Level Service Desk Technician

Occam Solutions is looking for a Mid Level Service Desk Technician, AFB MacDill. The Mid Service Desk Technician will have many responsibilities which 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. This includes 24-hour shift work, surge weekends and SCIF work as well.

Specific Responsibilities: Service Desk Technicians (SDTs) must be able to clearly communicate via phone, portals and instant messaging with end users and technicians. These technicians must have experience troubleshooting core services (file, e-mail, print, web, portal and transport), and be able to mentor lower level technicians to become proficient within these areas. 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. SDTs must be qualified to perform the following functions:

• 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, escalate 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.
• Possess current TS clearance with SCI eligibility

Preferred Qualifications:

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

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