Overview

**This position is contingent upon contract award**

SOSi is seeking an IT Service Desk Technician to join our team to support the US Army Reserve Command on Fort Bragg, NC. The ideal candidate will possess experience in Tier 1 roles. Come join the team supporting Army Reserve Command.

Responsibilities

• Actively take part in troubleshooting desktop incidents or fulfilling desktop requests.
• Be familiar with Remote Desktop operations and procedures.
• Understand and provide support with Enterprise Ticketing System.
• Utilize Call Center Procedures by answering a phone, documenting the customer’s incident and then as needed resolve the incident or escalate to the next tier.

Qualifications

• In scope DoD Secret clearance.
• Minimum Education: BA/BS
• Minimum Years of Experience: 5 yrs
• Substitution for Years of Experience: AA w/7 yrs
• IAT Level II certification such as Security CE required
• Applicant will have experience resolving Desktop Support Incidents and imaging.
• Familiar with Dameware and Remote Desktop.
• Able to professionally communicate with customers when trying to identify the current issue. 
• Experience with using an Enterprise ticketing system. 

Preferred Qualifications

• ITIL 4 Foundation preferred.
• Familiarity with working in a Department of the Army environment.
• Fluency in a foreign language desired but not required.

Working Conditions

• Mostly working independently.
• Resolving Incidents at customers desk location and remotely.
• Time Schedules may change when customer emergency operations are initiated for 24/7 support.