Service Desk Technician - Journeyman

Job#: 3037856

Job Description:

Service Desk Technician - Journeyman

Location:

Mac Dill AFB, Florida (Onsite)

Role Overview

This position supports a large-scale enterprise IT program. The Service Desk Technician will serve as the first point of contact for resolving user issues, troubleshooting hardware and software, and ensuring seamless IT operations. This role is critical to minimizing operational disruptions and maintaining service delivery.

Key Responsibilities

* Serve as the first point of contact for the IT Enterprise, resolving user issues quickly and efficiently to minimize operational disruptions.

* Enable seamless IT operations by troubleshooting hardware, software, and system issues across a large infrastructure.

* 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.

* Strengthen cross-team collaboration by escalating issues appropriately, coordinating with technical teams, and sharing knowledge to drive faster resolution.

* Contribute to operational readiness by supporting system deployments, validating configurations, and performing initial troubleshooting.

* Maintain accurate documentation to support compliance, reporting, and continuous improvement of IT service delivery.

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

Required Qualifications

Experience:

1+ years of related experience.

Clearance: candidates must be capable of acquiring/maintaining a DOD Secret clearance

Certifications:

Applicable DoW 8140 or DoW 8570 Certification.

Technical

Skills:

* Proficiency in Tier 1 Active Directory tasks, including account creation, password resets, and user access management.

* Experience providing remote troubleshooting and support for desktops, laptops, and software applications.

* Familiarity with ticketing systems and IT asset management tools.

* Knowledge of networking concepts, system configurations, and IT hardware lifecycle processes.

* Ability to monitor, track, and resolve service requests efficiently.

Abilities:

* 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 focused, ensuring positive end-user experiences.

Preferred Qualifications

* Bachelor's Degree with a focus in computer science, engineering, or a related field of study.

* Microsoft certifications.

* ITIL 4 Foundation Certification.

Work Environment

This role requires working onsite. The position involves interacting with other Service Desk Technicians during business hours.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package.

Our commitment to excellence is reflected in many awards, including Clearly Rateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process.  for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help.

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Everforth Apex Benefits Overview:
Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a Support Linc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate…