Sr Service Desk Technician

Occam Solutions • Fort Liberty, NC

122d

About The Position

Occam Solutions is looking for a Senior Service Desk Technician at Ft Bragg. The Senior Service Desk Technician will have many responsibilities such as interfacing directly with supported end-users to provide hardware, software, network, and applications problem resolution. This role requires expertise with industry-standard desktop operating systems and office automation software suites, along with excellent verbal and written communication skills. The technician will be required to work rotating shift schedules, including nights, weekends, and holidays.

Requirements

• Five years of 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 or re-certification.
• Must possess current Secret clearance.

Nice To Haves

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

Responsibilities

• Interface directly with 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 including file, e-mail, print, web, portal, and transport.
• Mentor lower-level technicians to develop their expertise.
• Exemplify professionalism in all areas of the job, including compliance with schedule and superior customer service skills.
• Serve as the initial point of contact for desktop/laptop/mobile related problems in a large enterprise.
• Troubleshoot and resolve technical issues surrounding Windows operating systems and MS Office applications via telephone.
• Provide VIP level support to USSOCOM executive level users and their staff.
• Document, track, resolve, and report on problems using the Remedy Action Request database system.
• Modify, create, and troubleshoot user accounts via Active Directory and escalate network incidents as necessary.
• 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