About this role
Occam Solutions is hiring a Junior Service Desk Technician for a Tampa, FL on-site role (AFB MacDill). The position focuses on first-point end-user support for desktop/laptop problems, ticketing in Remedy, and user account administration in Active Directory.
Key Responsibilities
- Initial point of contact for desktop/laptop issues for a 70,000+ end user enterprise
- Troubleshoot and resolve Windows 10/Windows 8/Windows 7 and MS Office application issues via telephone
- Document, track, resolve, and report problems and work orders using Remedy ticketing system
- Create/modify/delete user accounts via Active Directory
- Perform incident management tasks including trending and prioritization
Technical Overview
The candidate will troubleshoot Windows 10/8/7, MS Office applications, email, Internet connectivity, and hardware/peripherals via phone support. Work includes Remedy ticket management, Active Directory user account create/modify/delete, and support tooling familiarity such as Dameware and Terminal Services. Security compliance requires DoD 8570 IAT Level I certification within 90 days and a current TS/SCI clearance.
Ideal Candidate
The ideal candidate is an entry-level Junior Service Desk Technician with strong customer-facing communication and hands-on troubleshooting for Windows 10/8/7 and MS Office. They should be able to work rotating shifts and quickly become DoD 8570 IAT Level I certified, while holding a current TS/SCI clearance.
Must-Have Skills
Interfaces directly with supported end-users to provide hardwaresoftwarenetwork and applications problem resolutionCommunicate via phoneportalsemailand instant messaging with end users and techniciansWork rotating shift schedules to include nightsweekendsand holidaysServe as the initial point of contact for resolution of desktop/laptop related problems in a 70000+ end user enterpriseTroubleshoot researchdiagnosedocumentand resolve technical issues surrounding Windows 10Windows 8Windows 7MS Office applicationsemailother special applicationsInternet connectionsand hardware/peripheral equipment via telephoneDocumenttrackresolveand report on problems and work orders using Remedy ticketing systemCreatemodifydelete user accounts via Active Directory and associated support toolsAbility to installmaintainand troubleshoot networksystemand application softwareApprentice level technical knowledge of workstation hardware and Microsoft TechnologiesApprentice level technical knowledge in the setupoperationand troubleshooting of all associated and follow-on operating systemsMust achieve DoD 8570 IAT Level I certification within 90 days of hireMust be able to maintain DoD 8570 IAT Level I certification via continuing education requirements or re-certificationPossess current TS/SCI
Nice-to-Have Skills
DoD 8570 IAT Level II certificationSpecial Operations Force experienceMay be required to provide VIP level support to USSOCOM executive level users and their staff
Tools & Platforms
Remedy ticketing systemActive DirectoryDamewareTerminal ServicesMS OfficeMicrosoft Technologies
Required Skills
hardware problem resolutionsoftware problem resolutionnetwork problem resolutionapplications problem resolutionphone supportportal supportemail supportinstant messaging supportdesktop/laptop troubleshootingWindows 10Windows 8Windows 7MS Office applicationsRemedy ticketing systemActive DirectoryDamewareTerminal Servicesincident managementincident trendingincident prioritizationuser account administration
Hard Skills
Hardware problem resolutionSoftware problem resolutionNetwork problem resolutionApplications problem resolutionPhone supportPortal supportEmail supportInstant messaging supportRotating shift schedulesDesktop/laptop troubleshootingWindows 10Windows 8Windows 7MS Office applicationsEmail troubleshootingInternet connections troubleshootingHardware/peripheral equipment troubleshootingTroubleshootDiagnoseDocument technical issuesResolve technical issuesRemedy ticketing systemTicket trackingProblem reportingUser account administrationActive DirectoryMicrosoft TechnologiesWorkstation hardware knowledgeOperating systems setupOperating systems troubleshootingTerminal ServicesDamewareIncident managementIncident trendingIncident prioritizationIncident documentationIncident communicationDesktop SupportCustomer SupportNetwork AdministrationSystem AdministrationVIP level supportUSSOCOM executive level users
Soft Skills
Excellent verbal communication skillsExcellent written communication skillsClear communication via phoneClear communication via portalsClear communication via emailClear communication via instant messagingCustomer communicationInitial point of contactTeam coordinationWork rotating shift schedules to include nightsweekendsand holidaysDetailed information gatheringanalysisand investigation
Certifications
Required
DoD 8570 IAT Level I
Preferred
DoD 8570 IAT Level II
Keywords for Your Resume
Jr Service Desk TechnicianJunior Service Desk TechnicianService Desk Technicians (SDTs)end-user supportdesktop/laptop related problemsWindows 10Windows 8Windows 7MS Office applicationsRemedy ticketing systemActive DirectoryDamewareTerminal ServicesIncident managementincident trendingincident prioritizationDoD 8570 IAT Level ITS/SCIUSSOCOM executive level usersVIP level supportjunior service desk technicianservice desk technicianwindows 10windows 8windows 7remedy ticketing systemactive directorydamewareterminal servicesdoD 8570 iat level i
Deal Breakers
Must possess current TS/SCI, Must achieve DoD 8570 IAT Level I certification within 90 days of hire, Must be able to maintain DoD 8570 IAT Level I certification, Must be willing to work rotating shifts including nights, weekends, and holidays
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