Sr Service Desk Technician

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:

·        Senior technician will exemplify professionalism in all areas of the job; compliance with schedule, following CSD business processes, and superior customer service skills.

·        Serve as the initial point of contact for resolution of desktop/laptop/mobile related problems in a 70,000 customer enterprise.

·        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.

·        Will be required to 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.

·        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.

·        Ability to install, maintain and troubleshoot server, network, system and application issues.

·        Technical expertise in the setup, operation, and troubleshooting of all associated and follow-on operating systems.

·        Must be proficient with Dameware, RDP and Terminal Services.

·        Will be required to perform incident management functions which include:  Incident trending and prioritization and documenting and communicating those findings with senior organizational team members.

·        May serve as the functional lead of a team to direct and monitor other technicians in the performance of their duties.

·        Perform other duties as required.

Minimum Required Qualifications:

·        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 

Preferred Qualifications:

·        DoD 8570 IAT Level II certification.

·        Special Operations Force experience.