Sr Service Desk Technician

Employment Type: Full-Time
Location: Tampa, Florida (AFB MacDill)
Compensation: $60,000 yearly

About the role

Occam Solutions is looking for a Senior Service Desk Technician to interface directly with supported end-users, providing hardware, software, network, and applications problem resolution. The role requires excellent verbal and written communication skills and the ability to work rotating shift schedules, including nights, weekends, and holidays.

Responsibilities

• Clearly communicate via phone, portals, and instant messaging with end users and technicians.
• Troubleshoot core services (file, email, print, web, portal, and transport) and mentor lower-level technicians.
• Present a professional, sharp, and technically savvy image in communications with customers at all levels, including senior executives.
• Serve as the initial point of contact for resolution of desktop/laptop/mobile-related problems in a 70,000+ customer enterprise.
• Troubleshoot, research, diagnose, document, and resolve technical issues for Windows 10, Windows 8, Windows 7, MS Office applications, email, special applications, Internet connections, and hardware/peripheral equipment via telephone.
• Provide VIP-level support to USSOCOM executive-level users and their staff.
• 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 special team (Desktop Support, Customer Support, Network Administration, or System Administration) to resolve issues when a solution cannot be provided telephonically.
• Install, maintain, and troubleshoot server, network, system, and application issues.
• Demonstrate technical expertise in the setup, operation, and troubleshooting of operating systems and follow-on systems.
• Use tools such as Dameware, RDP, and Terminal Services proficiently.
• Perform incident management functions, including incident trending, prioritization, and documentation, and communicate findings with senior team members.
• Serve as the functional lead of a team to direct and monitor other technicians.
• Perform other duties as required.

Requirements

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

Preferred Qualifications

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