Service Desk Technician

Job Title: Service Desk Technician

Location: Ft. Bragg NC

Clearance: Secret

Endurion is seekinga Service Desk Tech who will interface directly with supported end-users to provide hardware software network and applications problem resolution. The ideal candidate will be proficient with industry standard desktop operating systems and office automation software suites. Excellent verbal and written communication skills are required. Special Operations Force experience is preferred but not required. The role involves working rotating shift schedules including nights weekends and holidays.

Position Overview: The Service Desk Technician provides frontline technical support for a global enterprise of more than 70000 users serving as the initial point of contact for resolving desktop laptop mobile and applicationrelated issues. This role delivers highquality customer service including VIPlevel support to executive users and their staff while troubleshooting a wide range of technical problems across multiple Windows operating systems Microsoft Office applications email platforms network connectivity and hardware peripherals.

The technician is responsible for documenting and managing incidents through the Remedy Action Request system performing account administration tasks in Active Directory and escalating issues to specialized support teams when necessary. Additional responsibilities include supporting server network and system troubleshooting; utilizing remotesupport tools like Dameware RDP and Terminal Services; and contributing to incident management activities through trending prioritization and communication with senior personnel.

This position requires strong technical aptitude professionalism and the ability to operate effectively in a missioncritical fastpaced environment supporting customers worldwide. The Service Desk Technician ensures timely issue resolution accurate documentation and exceptional customer experience.

Duties & Responsibilities:

• Serve as the initial point of contact for resolving desktop laptop and mobile-related problems in a 70000 customer enterprise.
• Provide VIP-level support to 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 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.
• Possess technical experience in the setup operation and troubleshooting of associated and follow-on operating systems.
• Experience with Dameware RDP and Terminal Services is required.
• Perform incident management functions including trending prioritization and communicating findings with senior organizational team members.
• 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.

Preferred:

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

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 .

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.