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Service Desk Technician

2 months ago

Tampa, Florida, United States Occam Solutions Full time
Junior Service Desk Technician

Occam Solutions is seeking a highly skilled and motivated Junior Service Desk Technician to join our team at AFB MacDill. As a key member of our support team, you will be responsible for providing top-notch technical assistance to our end-users, ensuring seamless resolution of hardware, software, network, and applications issues.

Key Responsibilities:
  • Provide exceptional customer service via phone, email, and instant messaging, ensuring clear and concise communication with end-users and technicians.
  • Work rotating shift schedules, including nights, weekends, and holidays, to meet the needs of our 70,000+ end-user enterprise.
  • After a probationary period, you will be qualified to perform a range of tasks, including:
    • Serving as the initial point of contact for desktop/laptop-related problems.
    • Providing VIP-level support to USSOCOM executive-level users and their staff.
    • Troubleshooting, researching, diagnosing, documenting, and resolving technical issues surrounding Windows 10, Windows 8, Windows 7, MS Office applications, email, and other special applications.
    • Documenting, tracking, resolving, and reporting on problems and work orders using the Remedy ticketing system.
    • Creating, modifying, and deleting user accounts via Active Directory and associated support tools.
    • Determining which special team can best resolve the problem and assigning tasks to the Desktop Support, Customer Support, Network Administration, or System Administration Teams when a solution cannot be provided telephonically.
    • Installing, maintaining, and troubleshooting network, system, and application software.
    • Developing apprentice-level technical knowledge of workstation hardware and Microsoft Technologies.
    • Developing apprentice-level technical knowledge in the setup, operation, and troubleshooting of all associated and follow-on operating systems.
    • Familiarity with Dameware and Terminal Services.
    • Performing incident management functions, including incident trending and prioritization, and documenting and communicating findings with senior organizational team members.
Requirements:
  • Achieve DoD 8570 IAT Level I certification within 90 days of hire.
  • 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.