Interfaces directly with supported end-users to provide hardware, software, network and applications problem resolution. Is proficient with industry standard desktop operating systems and office automation software suites. Must demonstrate excellent verbal and written communication skills. Special Operations Force experience is preferred (but not required). Will be required to work rotating shift schedules to include nights, weekends, and holidays. In addition to user support activities, the technician performs systems analysis functions that include evaluating recurring technical incidents, identifying systemic defects or configuration gaps, recommending technical remediation actions, and contributing to updates to enterprise support procedures. The technician exercises independent technical judgment when determining root cause patterns and selecting appropriate corrective actions that align with ITIL standards.

Service Desk Technicians (SDTs) must be able to clearly communicate via phone, portals and instant messaging with end users and technicians. These technicians must have experience troubleshooting core services (file, e-mail, print, web, portal and transport) and be able to mentor lower-level technicians to become proficient within these areas. Must be able to present a professional, sharp and technically savvy image via verbal, written and in person communications with customers with responsibilities ranging from entry level to the senior executive levels and serve as a positive example to other technicians on the team. SDTs must be qualified to perform the following functions:

• Serve as the initial point of contact for resolution of desktop/laptop/mobile related problems in a 70,000+ customer enterprise.
• Will be required to provide VIP level support to USSOCOM executive level users and their staff.
• Troubleshoot research, diagnose, document, and resolve technical issues surrounding Windows OS and MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment via telephone.
• Document, track, resolve, and report on problems and work orders using Remedy Action Request database system.
• Modify/create and troubleshoot user accounts via Active Directory, submit changes to file management and peripheral devices via Remedy, escalate network incidents, and provide direct support to USSOCOM customers located throughout the world.
• Determine which special team can best resolve the problem and assign the task to the Desktop Support, Customer Support, Network Administration or System Administration Teams when a solution cannot be provided telephonically.
• Ability to install, maintain and troubleshoot server, network, system and application issues.
• Technical experience in the setup, operation, and troubleshooting of all associated and follow-on operating systems.
• Must have experience with Dameware, RDP and Terminal Services.
• Will be required to perform Incident Management functions which include Incident trending and prioritization and documenting and communicating those findings with senior organizational team members.
• Perform advanced ITIL Incident Management duties including classification of major incidents, technical impact assessment, and the authority to recommend or initiate escalation paths based on analysis of system behavior or service degradation.
• Conduct systems analysis to identify root cause patterns, evaluate technical architectures involved in recurrent incidents, advise on configuration changes to reduce future occurrences and participate in the development of knowledge articles or technical standards.
• Exercise independent technical decision-making when selecting diagnostic methods, determining appropriate remediation avenues and advising technical teams on the most viable corrective actions for complex or multi-domain issues.
• Perform other duties as required.

Minimum Required Qualifications:

• Must have DoD 8570 IAT Level I certification.
• Must be able to maintain DoD 8570 IAT Level I certification via continuing education requirements or re certification.
• Must possess current TS.

Preferred Qualifications:

• DoD 8570 IAT Level II certification.
• Special Operations Force experience.
• Possess current TS clearance with SCI eligibility.

Work Where it Matters

Compass Point, an Akima company, is not just another federal IT contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.

At Compass Point, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.

For our shareholders, Compass Point provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.

For our government customers, Compass Point delivers a broad range of skilled IT services, including data-centric services, software development, IT infrastructure modernization, managed IT services, and more.

As a Compass Point employee, you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.