Senior Help Desk Technician

The Senior Help Desk Technician role supports USSOCOM enterprise IT Service Management (ITSM) across multiple networks and mission-critical applications. This onsite position at Macdill AFB, FL requires an active DoD Top Secret/SCI clearance and the ability to troubleshoot and resolve complex technical issues in a rotating shift schedule.

Location and Work Type

• Location: Macdill AFB, FL
• Work Type: On-site
• Job ID: 2026-26886

Key Responsibilities

• Applies comprehensive knowledge across key help desk tasks and high impact assignments.
• Plans and leads major technology assignments.
• Evaluates performance results and recommends major changes that impact short-term project growth and success; acts as a technical expert across multiple project assignments.
• May supervise others and may serve as a functional lead directing and monitoring technicians.
• Interfaces with supported end-users to resolve problems involving hardware, software, network, and applications.
• Demonstrates expert knowledge of industry standard desktop operating systems and office automation software suites.
• Provides professional verbal, written, and in-person communications to support customers across responsibilities ranging from entry level to senior executive levels, and models professionalism for other technicians.
• Maintains professionalism across the role through schedule compliance, adherence to CSD business processes, and strong customer service.
• Serves as the initial point of contact for system-related problems in a 70,000+ customer enterprise.
• Troubleshoots, researches, diagnoses, documents, and resolves technical issues.
• Determines which special team is best positioned to resolve issues when resolution cannot be provided telephonically, including assignment to Desktop Support, Customer Supports, Network Administration, or System Administration teams.
• Installs, maintains, and troubleshoots server, network, system, and application issues.
• Applies technical expertise to the setup, operation, and troubleshooting of associated and follow-on operating systems.
• Maintains proficiency with Dameware, RDP, and Terminal Services.
• Performs incident management functions including incident trending, prioritization, and documenting and communicating findings with senior organizational team members.
• Performs other duties as required.

Required Certifications and Clearance

• Active DoD Top Secret/SCI clearance
• DoD 8140-411 Basic certification
• DoD 8570 IAT Level II certification
• Ability to maintain DoD 8570 IAT Level II certification through continuing education requirements or re-certification
• Possess current TS clearance with SCI eligibility

Education and Experience

• Minimum experience: 5 years
• Education: Bachelor’s degree in the STEM field
• Relevant experience may be substituted for education
• Demonstrated experience and training on networks and applications specific to the SIE / USSOCOM enterprise, IT service management, Information Technology Infrastructure Library (ITIL), and other relevant domains

Additional Requirements

• Ability to work autonomously and use independent judgment to resolve complex technical issues without oversight.
• Ability to recommend creative and innovative ways to enhance the overall SIE ITSM.
• Excellent verbal and written communication skills.
• Ability to work rotating shift schedules including nights, weekends, and holidays.
• Ability to clearly communicate with end users and technicians via phone, portals, and instant messaging.
• Must be proficient with Dameware, RDP, and Terminal Services.

Relevant Technologies and Tools

• IT Service Management (ITSM)
• Information Technology Infrastructure Library (ITIL)
• Dameware
• RDP
• Terminal Services
• Desktop operating systems
• Office automation software suites
• Incident management
• Phone, portals, instant messaging