Service Desk Technician

Position Overview: This role provides frontline technical support within a large, fast-paced enterprise environment serving more than 70,000 users, including VIP-level support to USSOCOM executives and their staff. The position acts as the primary point of contact for diagnosing, troubleshooting, and resolving issues across desktops, laptops, mobile devices, operating systems, Microsoft applications, network connectivity, and peripheral equipment. Responsibilities include documenting and managing incidents through the Remedy system, performing account administration via Active Directory, escalating complex issues to specialized teams, and delivering reliable remote support using tools such as Dameware, RDP, and Terminal Services.

Duties & Responsibilities:

• Exemplify professionalism in all areas of the job, including adherence to schedule, compliance with CSD business processes, and superior customer service skills.
• Serve as the initial point of contact for resolution of desktop, laptop, and mobile-related problems in a 70,000+ customer enterprise.
• Provide VIP-level support to USSOCOM executive-level users and their staff, as required.
• Troubleshoot, research, diagnose, document, and resolve technical issues related to Windows 10, Windows 8, Windows 7, MS Office applications, email, special applications, Internet connections, and hardware/peripheral equipment via telephone.
• 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 globally.
• Determine the appropriate special team (Desktop Support, Customer Support, Network Administration, or System Administration) for unresolved issues and assign tasks accordingly.
• Install, maintain, and troubleshoot server, network, system, and application issues.
• Demonstrate technical expertise in the setup, operation, and troubleshooting of all associated and follow-on operating systems.
• Proficient with Dameware, RDP, and Terminal Services.
• Perform incident management functions, including incident trending, prioritization, and communication of findings with senior organizational team members.
• May serve as the functional lead of a team to direct and monitor other technicians in their duties.
• Perform other duties as required.

Requirements:

• Must have DoD 8570 IAT Level I certification.
• Must be able to maintain DoD 8570 IAT Level I certification through continuing education or re-certification.
• Must possess a current Secret clearance.
• Must be TS/SCI eligible.

Preferred:

• DoD 8570 IAT Level II certification.
• Special Operations Force experience.
• Possess a current Secret or Top Secret Clearance

Endurion complies with all Equal Employment Opportunity (EEO) requirements. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic. Endurion will provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA). If you need assistance or an accommodation due to a disability, please contact us at [email protected].

This job description is intended to describe the general nature and level of work performed by employees in this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management retains the discretion to add to or modify the duties of the position at any time. Employment with Endurion is at-will, meaning that either the employee or the employer may terminate the employment relationship at any time, with or without cause or advance notice, provided it does not violate applicable law.