Jr Service Desk Technician

Occam Solutions is seeking a Junior Service Desk Technician to support end-users at AFB MacDill in Tampa, Florida. This is a full-time, entry-level position.

About the role

The Junior Service Desk Technician serves as the initial point of contact for resolving desktop, laptop, and related technical issues in a 70,000+ end-user enterprise. The role involves direct interaction with supported end-users, including potential VIP-level support for USSOCOM executive users and their staff.

Responsibilities

• Interface directly with end-users to provide hardware, software, network, and applications problem resolution via phone, portals, email, and instant messaging.
• Troubleshoot, research, diagnose, document, and resolve technical issues related to Windows 10, Windows 8, Windows 7, MS Office applications, email, special applications, Internet connections, and hardware/peripheral equipment.
• Document, track, resolve, and report problems and work orders using the Remedy ticketing system.
• Create, modify, and delete user accounts via Active Directory and associated support tools.
• Escalate unresolved issues to Desktop Support, Customer Support, Network Administration, or System Administration Teams as needed.
• Install, maintain, and troubleshoot network, system, and application software.
• Perform incident management functions, including incident trending, prioritization, and reporting findings to senior team members.
• Work rotating shift schedules, including nights, weekends, and holidays.
• Demonstrate apprentice-level technical knowledge of workstation hardware, Microsoft technologies, and operating system setup, operation, and troubleshooting.
• Familiarity with Dameware and Terminal Services.
• Perform other duties as required.

Requirements

• Must achieve DoD 8570 IAT Level I certification within 90 days of hire and maintain it through continuing education or re-certification.
• Must possess a current TS/SCI clearance.

Preferred Qualifications

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