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.

• 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 Reques