occam

Sr Service Desk Technician

Fort Liberty, North Carolina · Senior

No sponsorshipDetected 20 days ago

TypeScriptCustomer SupportResearchCommunicationMicrosoft Office

About the role

Occam Solutions is looking for a Senior Service Desk Technician, Ft Bragg.
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.
Must demonstrate excellent verbal and written communication skills.

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

Must have DoD 8570 IAT Level I certification.
Will be required to work rotating shift schedules to include nights, weekends, and holidays.
Will be required to provide VIP level support to USSOCOM executive level users and their staff.
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.
SSDTs must be qualified to perform the following functions:
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.

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.

This listing is sourced directly from occam's careers page and normalized into a canonical job model.