Service Desk Technician

Duties & Responsibilities

• Serve as the initial point of contact for resolving desktop, laptop, and mobile-related problems in a 70,000+ customer enterprise.
• Provide VIP-level support to executive-level users and their staff, as required.
• 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 on 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 customers globally.
• Determine the appropriate special team (Desktop Support, Customer Support, Network Administration, or System Administration) for unresolved issues and assign tasks accordingly.
• Install, maintain, and troubleshoot server, network, system, and application issues.
• Possess technical experience in the setup, operation, and troubleshooting of associated and follow-on operating systems.
• Experience with Dameware, RDP, and Terminal Services is required.
• Perform incident management functions, including trending, prioritization, and communicating findings with senior organizational team members.
• Perform other duties as required.

Requirements

• Must have DoD 8570 IAT Level I certification.
• Must be able to maintain DoD 8570 IAT Level I certification through continuing education or re-certification.
• Must possess a current Secret clearance.
• Preferred: DoD 8570 IAT Level II certification.
• Special Operations Force experience.