Senior Service Desk Technician

About the role

Titan Technologies, LLC (Titan) is seeking an experienced, self-directed Senior ServiceDesk Technician to support the Special Operations Forces Information Technology Enterprise Contract (SITEC) III contract. As a member of our team, you will help to assist USSOCOM, Service Component Commands, Theater Special Operations Commands (TSOC), and deployed forces in the delivery of a full spectrum of Information Technology (IT) services to operate and maintain information flow, communications, and connectivity globally. The Senior Service Desk technician provides daily supervision and direction to staff members who are responsible for support to users in the areas of electronic mail, account creation and maintenance, standard desktop applications, and applications developed and deployed by the Government. Senior Service Desk requires a strong understanding of voice and data communications, LAN/WAN equipment and operations, networking, network components, vendors, and points of contact for troubleshooting hardware, software, PC, and printer problems, as well as call center support for Government programs. The Senior Service Desk technician shall provide EOC Site/Local help desk services and act as the POC for creating, responding to, and resolving end user incidents. The Sr. Technician will coordinate Incident Reports and Service Request resolutions with the proper personnel at the various site locations, while tracking resolutions from initiation to conclusion on behalf of the end user.

Responsibilities

• Oversee helpdesk tickets creation within the IT Service Management (ITSM)
• Provide oversight and guidance with troubleshooting and repairing end user installment and troubleshooting, staff reimaging and shared file access maintenance
• Oversee information and tracking on IT Projects, ASIs, incidents, and changes that impact customers
• Ensure incidents are routed and/or escalated to the appropriate support
• Ensure escalation of tickets to other IT support groups and/or vendor support

Qualifications

• Active DoD TS/SCI clearance
• DoD 8140 compliance:
  • Possessing a Bachelor's Degree in an IT-related field with 8+ years of relevant experience, or
  • Meeting the applicable education/experience requirements and holding one of the following approved certifications:
    • Security+
    • Certified Network Defender (CND)
    • GIAC Foundational Cybersecurity Technologies (GFACT)
    • Foundational Security Certification (FSEC)
    • Technical Support Specialist (Intermediate)
• Specialized experience includes the management of helpdesks in a multi-user environment, a comprehensive understanding of PC operating systems, an in-depth knowledge of network and electronic mail operations, and prior supervision of help desk
• Demonstrated ability to communicate exceptionally well both orally and in writing, as well as a positive customer service attitude
• Some positions may require shift work and/or an ability to work a non-standard work schedule to support the USSOCOM mission

Education and experience requirements

• High School Diploma + 12 years of relevant experience, or
• Associate's Degree + 10 years of relevant experience, or
• Bachelor's Degree + 8 years of relevant experience, or
• Master's Degree + 6 years of relevant experience, or
• PhD + 3 years of relevant experience