Service Desk Technician

3b0a67a7-b09e-4b87-a13d-577abd69f772•USA, NC, FT. BRAGG, Fort Liberty, NC, US, NC

11h

About The Position

The Service Desk Technician provides frontline technical support in a large, fast-paced enterprise environment serving more than 70,000 users, including VIP-level support to USSOCOM executives and their staff. The role is the primary point of contact for diagnosing, troubleshooting, documenting, and resolving issues involving desktops, laptops, mobile devices, operating systems, Microsoft applications, network connectivity, and peripheral equipment. The technician manages incidents through the Remedy system, administers user accounts through Active Directory, escalates complex issues to specialized teams, and provides remote support using Dameware, RDP, and Terminal Services. The position requires professionalism, adherence to schedules and business processes, and strong customer service. The technician may serve as a functional team lead, directing and monitoring other technicians, and may perform other duties as required. Employment with Endurion is at will. The job description outlines the general nature of the role and is not an exhaustive list of duties; management may modify duties at its discretion.

Requirements

DoD 8570 IAT Level I certification.
Ability to maintain DoD 8570 IAT Level I certification through continuing education or recertification.
Current Secret clearance.
TS/SCI eligibility.

Nice To Haves

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

Responsibilities

Exemplify professionalism, adhere to schedules and CSD business processes, and provide superior customer service.
Serve as the initial point of contact for desktop, laptop, and mobile-related problems in an enterprise serving 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 technical 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 on problems and work orders using the Remedy Action Request database system.
Modify, create, 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, prioritization, and communicating findings to senior organizational team members.
May serve as a functional team lead, directing and monitoring other technicians.
Perform other duties as required.