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Occam Solutions - Tampa, FL
posted 3 days ago
About the position
Occam Solutions is looking for a Mid Level Service Desk Technician to support AFB MacDill. The Mid Service Desk Technician will have many responsibilities, including interfacing directly with supported end-users to provide hardware, software, network, and applications problem resolution. The technician must be proficient with industry-standard desktop operating systems and office automation software suites, and demonstrate excellent verbal and written communication skills. Special Operations Force experience is preferred but not required. The role requires working rotating shift schedules, including nights, weekends, and holidays.
Responsibilities
- Serve as the initial point of contact for resolution of desktop/laptop/mobile related problems in a 70,000+ customer enterprise.
- Provide VIP level support to USSOCOM executive level users and their staff as required.
- Troubleshoot, research, diagnose, document, and resolve technical issues surrounding Windows 10, Windows 8, Windows 7, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment via telephone.
- 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.
- Determine which special team can best resolve the problem and assign the task to the Desktop Support, Customer Support, Network Administration, or System Administration Teams when a solution cannot be provided telephonically.
- Install, maintain, and troubleshoot server, network, system, and application issues.
- Have technical experience in the setup, operation, and troubleshooting of all associated and follow-on operating systems.
- Utilize Dameware, RDP, and Terminal Services for support.
- Perform incident management functions including incident trending and prioritization, and documenting and communicating those findings with senior organizational team members.
- Perform other duties as required.
Requirements
- Two 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
- Possess current TS clearance with SCI eligibility
Nice-to-haves
- DoD 8570 IAT Level II certification
- Special Operations Force experience
- Possess current TS clearance with SCI eligibility
