Mid-Level Service Desk Technician

Location: Tampa, Florida | Employment Type: Full-Time | Minimum Experience: Mid-level

About the role

Occam Solutions is looking for a Mid-Level Service Desk Technician to support operations at AFB MacDill. The technician will interface directly with end-users to resolve hardware, software, network, and applications issues, and must demonstrate excellent verbal and written communication skills. Special Operations Force experience is preferred but not required. This position requires working rotating shift schedules, including nights, weekends, and holidays.

Responsibilities

• Serve as the initial point of contact for resolution of desktop, laptop, and mobile-related problems in a 70,000+ customer enterprise, including VIP-level support for USSOCOM executive users and their staff.
• Clearly communicate with end-users and technicians via phone, portals, and instant messaging to troubleshoot core services (file, email, print, web, portal, and transport).
• Mentor lower-level technicians to improve proficiency in troubleshooting and problem resolution.
• 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.
• 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.
• 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 not possible.
• Install, maintain, and troubleshoot server, network, system, and application issues, including setup, operation, and troubleshooting of associated operating systems.
• Utilize tools such as Dameware, RDP, and Terminal Services for troubleshooting and support.
• Perform incident management functions, including incident trending, prioritization, and documentation of findings for senior team members.
• Perform other duties as required.

Requirements

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

Preferred Qualifications

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