Mid-Level Service Desk Technician

Fort Liberty, North Carolina – Full-time – Mid-level experience

About the role

Occam Solutions is seeking a Mid-Level Service Desk Technician to interface directly with supported end-users, providing hardware, software, network, and applications problem resolution. The role requires proficiency with industry-standard desktop operating systems and office automation software suites, along with excellent verbal and written communication skills. Special Operations Force experience is preferred but not required. This position involves rotating shift schedules, including nights, weekends, and holidays.

Responsibilities

• Serve as the initial point of contact for resolution of desktop/laptop/mobile-related problems in a 70,000+ customer enterprise, including VIP-level support for USSOCOM executive-level users and their staff.
• 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 via telephone, portals, and instant messaging.
• Document, track, resolve, and report problems and work orders using the 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 worldwide.
• Determine the appropriate team (Desktop Support, Customer Support, Network Administration, or System Administration) to resolve issues when telephonic solutions are unavailable.
• Install, maintain, and troubleshoot server, network, system, and application issues, including setup, operation, and troubleshooting of associated operating systems.
• Demonstrate experience with Dameware, RDP, and Terminal Services.
• Perform incident management functions, including incident trending, prioritization, and documentation, and communicate findings with senior team members.
• Mentor lower-level technicians to build proficiency in troubleshooting core services (file, email, print, web, portal, and transport).
• Present a professional, sharp, and technically savvy image in verbal, written, and in-person communications with customers at all levels, from entry-level to senior executives.
• Perform other duties as required.

Requirements

• Two years of relevant IT/Service Desk experience.
• DoD 8570 IAT Level I certification (must maintain via continuing education or recertification).
• Current TS/SCI clearance and eligibility.

Preferred Qualifications

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