Service Desk Technician

Endurion•Fayetteville, NC

About The Position

This role provides frontline technical support in a large, fast-paced enterprise serving more than 70,000 users, including VIP-level support to USSOCOM executives and their staff. The Service Desk Technician is the primary point of contact for diagnosing, troubleshooting, and resolving issues involving desktops, laptops, mobile devices, operating systems, Microsoft applications, network connectivity, and peripheral equipment. The role documents and manages incidents through Remedy, administers accounts through Active Directory, escalates complex issues to specialized teams, and provides remote support using tools such as Dameware, RDP, and Terminal Services. The position may also serve as a functional team lead, directing and monitoring other technicians.

Requirements

DoD 8570 IAT Level I certification.
Ability to maintain DoD 8570 IAT Level I certification through continuing education or re-certification.
Current Secret clearance.
Must be TS/SCI eligible.
Proficiency with Dameware, RDP, and Terminal Services.

Nice To Haves

DoD 8570 IAT Level II certification.
Special Operations Force experience.
Current Secret or Top Secret clearance.

Responsibilities

Provide professional, reliable customer service while adhering to schedules and CSD business processes.
Serve as the initial point of contact for desktop, laptop, and mobile-related problems across an enterprise of more than 70,000 customers.
Provide VIP-level support to USSOCOM executive-level users and their staff as required.
Troubleshoot, research, diagnose, document, and resolve issues involving Windows 10, Windows 8, Windows 7, Microsoft Office applications, email, special applications, internet connections, and hardware or peripheral equipment via telephone.
Document, track, resolve, and report problems and work orders using the Remedy Action Request database system.
Create, modify, and troubleshoot user accounts through Active Directory.
Submit changes for file management and peripheral devices through Remedy.
Escalate network incidents and provide direct support to USSOCOM customers globally.
Determine the appropriate specialized team for unresolved issues, including Desktop Support, Customer Support, Network Administration, or System Administration, and assign tasks accordingly.
Install, maintain, and troubleshoot server, network, system, and application issues.
Set up, operate, and troubleshoot associated and follow-on operating systems.
Use Dameware, RDP, and Terminal Services for remote support.
Perform incident management functions, including trending and prioritization of incidents and communicating findings to senior organizational team members.
May function as a team lead, directing and monitoring other technicians.
Perform other duties as required.