Help Desk Technician

Company Overview:

Founded in 2010 and headquartered in Tampa, FL, OWT Global is a small business that offers reliable and operationally proven expertise and support to the U.S. Government, industry partners, and commercial vendors. Named a Top Workplace by the Tampa Bay Times in 2022- 2024, OWT Global prides itself on offering exceptional, industry-leading services and solutions cost-effectively for Engineering Support, RDT&E, Technical Program and Project management, operations, logistics, maintenance, and training of Unmanned Aerial Systems (UAS), Command, Control, Communications, Computers, Cyber, Intelligence, Surveillance and Reconnaissance (C5ISR), and Air Domain Awareness and Defense (ADAD) technologies. OWT employs 96% veterans, selectively recruited from the Special Operations, Special Mission Unit, and Intelligence Communities with extensive experience tailored towards supporting counterterrorism operations and combatting emerging great power competition threats. With this unique foundation of U.S. military special operations, civilian intelligence agency veterans, and manned and unmanned aircraft pilots and maintainers, OWT Global brings a blend of skills optimized for today’s dynamic operational needs. The OWT Global model pairs technical acumen with operational application to help drive the development and deployment of technology sustainably and affordably.

Job Summary:

OWT Global is seeking a tech-savvy Help Desk Technician for our growing company. You will be responsible for providing technical assistance with computer systems, hardware, and software for our worldwide employees. As a Help Desk Technician, you are responsible for responding to email, chat, or phone queries and offering technical support to employees. You should be knowledgeable in all aspects of computer system configuration, setup, and maintenance. You should also have excellent interpersonal and communication skills.

Duties and Responsibilities:

• Serve as the first point of contact for employees seeking technical assistance over the phone, email, or chat
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support
• Provide accurate information on IT products and services
• Record events and problems and their resolution in logs
• Follow-up and update user status and information
• Pass on any feedback or suggestions by users to the appropriate internal team
• Identify and suggest possible improvements in procedures
• Provide technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software
• Running reports and analyzing common complaints and problems

Requirements:

• An associate degree or equivalent experience in computer science or related field
• A strong working knowledge of computer systems, hardware, and software
• Good problem-solving, analytical, and team-working skills
• Excellent communication and interpersonal skills
• An openness to learning new technologies
• Flexibility to work a variety of shifts with minimal notice

Core Skills:

• Strong verbal and written communication skills
• Strong problem-solving and debugging skills
• Strong ability to translate technical documentation into operational system employment

Technical Skills:

• Ability to learn new software and hardware.
• Data migration
• Data settings
• Diagnosing hardware
• Diagnosing software
• Error logs
• Mobile devices
• Operating systems
• Networks

Benefits:

• Health, Dental, and Vision
• Short Term/Long Term Disability/Life Insurance/Workers Compensation
• Traditional and Roth 401k plan options
• Paid Time Off and Holiday Pay
• Some International Travel is Required

Department:

Primary Location: Tampa, Florida

Job Type: Full Time / Salary

Job Level: Entry Level

Job Posting: 04/17/2024