Support Jobs in Macdill AFB, FL

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Senior Help Desk Technician

Akima, LLC Macdill AFB, FL

Macdill AFB, FL

Today

Full time Senior Computer Skills End User Support

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Job Description

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

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