Sr Service Desk Technician

About the Role

Occam Solutions is seeking a Senior Service Desk Technician for a full-time position at Fort Liberty, North Carolina. This role involves direct interaction with end-users to resolve hardware, software, network, and applications issues. The position requires expertise in desktop operating systems and office automation software, along with excellent verbal and written communication skills. The technician will work rotating shifts, including nights, weekends, and holidays.

Responsibilities

• Interface directly with supported end-users to provide problem resolution for hardware, software, network, and applications.
• Communicate clearly 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 resolving 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, and hardware/peripheral equipment.
• Provide VIP-level support to USSOCOM executive-level users and their staff.
• Document, track, resolve, and report problems 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.
• Demonstrate technical expertise in setup, operation, and troubleshooting of operating systems and associated technologies.
• Use tools such as Dameware, RDP, and Terminal Services proficiently.
• Perform incident management functions, including incident trending, prioritization, and reporting findings to senior team members.
• Serve as a functional lead 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 Secret clearance.

Preferred Qualifications

• DoD 8570 IAT Level II certification.
• Special Operations Force experience.
• Current TS clearance with SCI eligibility.

Location: Fort Liberty, North Carolina
Employment Type: Full-Time
Minimum Experience: Experienced