Sr Service Desk Technician

About the Position

Occam Solutions is looking for a Senior Service Desk Technician at Ft Bragg, Fort Liberty, North Carolina. 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. The role requires an expert with industry standard desktop operating systems and office automation software suites, excellent verbal and written communication skills, and the ability to work 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.
• 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.
• Provide VIP level support to USSOCOM executive level users and their staff.
• Document, track, resolve, and report on problems and work orders using the 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.
• 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.

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 recertification.
• Must possess a current Secret clearance.

Nice to Have

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

We Offer

• Full-time employment
• Experienced level role

About the Company

Occam Solutions is a leading provider of IT and professional services, dedicated to delivering innovative solutions to meet the needs of our clients.