Jr Service Desk Technician

About this role

Occam Solutions is looking for a Junior Service Desk Technician, AFB MacDill. The Jr. Service Desk Technician will have many responsibilities will include: Interfaces directly with supported end-users to provide hardware, software, network and applications problem resolution. Must demonstrate excellent verbal and written communication skills.

Specific

Responsibilities

Service Desk Technicians (SDTs) must be able to clearly communicate via phone, portals, email, and instant messaging with end users and technicians. Will be required to work rotating shift schedules to include nights, weekends, and holidays. This includes 24-hour shift work, surge weekends and SCIF work as well.

• After a probationary and training period Junior HDTs should be qualified to perform the following functions:
• ·        Serve as the initial point of contact for resolution of desktop/laptop related problems in a 70,000+ end user enterprise.
• ·        May be required to provide VIP level support to USSOCOM executive level users and their staff.

· 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 ticketing system.
• ·        Create, modify, delete user accounts via Active Directory and associated support tools.

· 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 network, system, and application software.
• ·        Apprentice level technical knowledge of workstation hardware and Microsoft Technologies.
• ·        Apprentice level technical knowledge in the setup, operation, and troubleshooting of all associated and follow-on operating systems.
• ·        Must be familiar with Dameware and Terminal Services.

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

• ·        Perform other duties as required.
• Minimum Required

Qualifications

• ·        Must achieve DoD 8570 IAT Level I certification within 90 days of hire.
• ·        Must be able to maintain DoD 8570 IAT Level I certification via continuing education requirements or re-certification.
• ·        Possess current TS/SCI.

Preferred Qualifications

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