Senior Help Desk Technician (Active TS with SCI eligibility required)

Akima, LLC•Tampa, FL

2d•Onsite

About The Position

Compass Point is seeking a Senior Help Desk Technician to support USSOCOM as part of an enterprise IT Service Management (ITSM) process across multiple locations, networks, and mission-critical applications. The technician serves as an initial contact for system-related problems in an enterprise of more than 70,000 customers, providing hardware, software, network, and application troubleshooting and resolution. The role requires independent judgment in resolving complex technical issues, strong customer service and communication skills, and the ability to recommend ways to improve the overall SIE ITSM. The position is on-site and requires rotating shifts, including nights, weekends, and holidays. It is contingent upon contract award and funding; selected applicants cannot begin work until funding is confirmed.

Requirements

Possess an active DoD Top Secret clearance with SCI eligibility.
Hold a DoW 8140-411 Basic certification.
Hold a DoD 8570 IAT Level II certification and maintain it through continuing education or recertification.
Have a bachelor's degree in a STEM field, or relevant experience in place of the education requirement.
Have at least 5 years of experience with a BS/BA, 3 years with an MS/MA, or 0 years with a PhD.
Demonstrate experience or training with networks and applications specific to the SIE/USSOCOM enterprise, IT service management, ITIL, and other relevant domains.
Work autonomously and exercise independent judgment to resolve complex technical issues without oversight.
Demonstrate excellent verbal and written communication skills.
Have expertise with industry-standard desktop operating systems and office automation software suites.
Be proficient with Dameware, RDP, and Terminal Services.
Work rotating shifts, including nights, weekends, and holidays.
Any clearance requirements are established by the government contract.

Responsibilities

Apply comprehensive knowledge across key tasks and high-impact assignments, and plan and lead major technology assignments.
Evaluate performance results and recommend major changes affecting short-term project growth and success.
Serve as a technical expert across multiple project assignments and potentially supervise others.
Interface directly with end users to resolve hardware, software, network, and application problems.
Serve as the initial point of contact for system-related problems in an enterprise of more than 70,000 customers.
Research, diagnose, document, and resolve technical issues.
Determine which specialist team can best resolve an issue and assign it to Desktop Support, Customer Support, Network Administration, or System Administration when it cannot be resolved by phone.
Install, maintain, and troubleshoot server, network, system, and application issues.
Set up, operate, and troubleshoot associated and follow-on operating systems.
Perform incident management, including incident trending and prioritization, and document and communicate findings to senior organizational team members.
Communicate clearly with end users and technicians by phone, portals, and instant messaging.
Maintain a professional image and serve as a positive example to other technicians through verbal, written, and in-person customer communications.
Follow schedules and CSD business processes and provide superior customer service.
May serve as a functional team lead, directing and monitoring other technicians.
Perform other duties as required.