Location: MacDill AFB in Tampa, FL

Clearance: Secret; ability to obtain TS

Job Type: Full-Time

Target Salary Range*:$45,000 - $60,000

*This represents the potential salary range for this position depending on education level, years of experience and/or certifications in addition to other position specific requirements which may impact salary

Position Overview

As a Service Desk Technician, you will help ensure today is safe and tomorrow is smarter. This role provides face-to-face and remote Tier 1 and Tier 2 incident resolution to customers with hardware, software, and application problems across NIPRNet, Coalition Networks, and SIPRNet enterprise networks.

This position supports the USCENTCOM Information Technology Services Program and USCENTCOM J6 in Tampa, FL.

Key Responsibilities

Service Desk and Incident Resolution

• Serve as the first point of contact for the IT Enterprise, resolving user issues quickly and efficiently to minimize operational disruptions.
• Provide face-to-face and remote Tier 1 and Tier 2 incident resolution for hardware, software, and application problems.
• Enable seamless IT operations by troubleshooting hardware, software, and system issues across a large infrastructure.
• Monitor, track, and resolve service requests efficiently.

Account and Access Support

• Support end-user productivity through Tier 1 Active Directory services, including account creation, password resets, and access management.
• Facilitate smooth onboarding and offboarding, ensuring accounts and permissions align with organizational and security requirements.

System Deployment and Operational Readiness

• Contribute to operational readiness by supporting system deployments.
• Validate configurations.
• Perform initial troubleshooting.

Escalation and Cross-Team Collaboration

• Strengthen cross-team collaboration by escalating issues appropriately.
• Coordinate with technical teams.
• Share knowledge to drive faster resolution.

Documentation and Continuous Improvement

• Maintain accurate documentation to support compliance, reporting, and continuous improvement of IT service delivery.
• Maintain accurate asset records and service logs.
• Contribute to team learning, process improvement, and the development of standard operating procedures.

Off-Hours Support

• Provide reliable support during off-hours, weekends, and holidays, ensuring uninterrupted IT service for all end-users.

Qualifications

Experience

• 1+ years of related experience.
• Experience providing remote troubleshooting and support for desktops, laptops, and software applications.
• Familiarity with ticketing systems and IT asset management tools.

Skills

• Proficiency in Tier 1 Active Directory tasks, including account creation, password resets, and user access management.
• Knowledge of networking concepts, system configurations, and IT hardware lifecycle processes.
• Strong problem-solving skills with the ability to analyze, diagnose, and resolve technical issues efficiently.
• Excellent communication and interpersonal skills to collaborate effectively with end-users, IT teams, and stakeholders.
• Ability to work independently and prioritize tasks in a fast-paced, high-volume support environment.
• Attention to detail and commitment to maintaining accurate documentation, asset records, and service logs.
• Flexibility and adaptability to support changing technologies, operational priorities, and shift schedules, including evenings, weekends, and holidays.
• Proactive approach to knowledge sharing, contributing to team learning, process improvement, and the development of standard operating procedures.
• Professionalism and customer service focus to ensure positive end-user experiences.

Certifications

• Applicable DoD 8140 or DoD 8570 Certification.

Clearance

• Active Secret DoD Clearance or above, with willingness and ability to obtain Top Secret Clearance.

Preferred Qualifications

• Bachelor’s degree with a focus in computer science, engineering, or a related field of study.
• Microsoft certifications.
• ITIL 4 Foundation Certification.