Sr Service Desk Technician

Occam Solutions • Tampa, FL

118d

About The Position

Occam Solutions is looking for a Senior Service Desk Technician, AFB MacDill. The Senior Service Desk Technician will have many responsibilities such as: Interfaces directly with supported end-users to provide hardware, software, network and applications problem resolution. Is an expert with industry standard desktop operating systems and office automation software suites. Must demonstrate excellent verbal and written communication skills. Will be required to work rotating shift schedules to include nights, weekends, and holidays. Specific Responsibilities: Senior Service Desk Technicians (SSDTs) must be able to clearly communicate via phone, portals and instant messaging with end users and technicians. These technicians must have extensive experience troubleshooting core services (file, e-mail, print, web, portal and transport), and be able to mentor lower level technicians to become experts within these areas. Must be able to present a professional, sharp and technically savvy image via verbal, written and in person communications with customers with responsibilities ranging from entry level to the senior executive levels and serve as a positive example to other technicians on the team. SSDTs must be qualified to perform the following functions:

Requirements

• Five Years relevant IT/Service Desk Experience
• Must have DoD 8570 IAT Level I certification
• Must be able to maintain DoD 8570 IAT Level I certification via continuing education requirements or re certification
• Must possess current TS/SCI

Nice To Haves

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

Responsibilities

• Interface directly with supported end-users to provide hardware, software, network and applications problem resolution.
• Communicate clearly via phone, portals and instant messaging with end users and technicians.
• Troubleshoot core services including file, e-mail, print, web, portal and transport.
• Mentor lower level technicians to become experts in their areas.
• Provide VIP level support to USSOCOM executive level users and their staff.
• Document, track, resolve, and report on problems and work orders using 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 located throughout the world.
• Install, maintain and troubleshoot server, network, system and application issues.
• Perform incident management functions including incident trending and prioritization.
• May serve as the functional lead of a team to direct and monitor other technicians.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Number of Employees: 101-250 employees