Secret-Cleared IT Help Desk Technician

American Ops; Massachusetts; On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Health Care Plan

Retirement Plan (401k)

Life Insurance

Paid Time Off

Disability Insurance

Job summary

American Operations Corporation is seeking a Service Desk Technician to support Hanscom AFB clients across classified and unclassified systems. You will handle ticket management, remote troubleshooting, software installation, and SCCM patching while meeting service desk metrics.

Key duties include daily ticket review, on-site and remote support, hardware and software troubleshooting, and ensuring encryption operations and DISA STIG compliance.

Qualifications

• Secret-level DoD security clearance required.
• CompTIA Security+ certification required on first day of employment.
• High school diploma and 1–5 years of experience.
• Proficiency with Windows 10 desktop operating systems.
• Experience with Microsoft Active Directory.
• Strong customer service and communication skills.

Responsibilities

• Create and update tickets per established procedures and review tickets daily.
• Monitor and maintain managed hardware and software for Hanscom AFB on classified and unclassified systems.
• Provide ticket and call center metrics compliance and communicate resolution status to customers.
• Support VoIP and SIP voice issues.
• Cover help desk phone shifts as needed within 7:30 AM–4:30 PM window.
• Troubleshoot remotely using Dameware; perform on-site visits as required.
• Install and troubleshoot authorized software per license management procedures.
• Support IT procedures and DISA STIG compliance.
• Support NSA Type-1 encryption operations, device configuration and troubleshooting as applicable.
• Ensure workstations and peripherals are ready for network use.

Skills

Windows 10

Active Directory

Office 365

Teams

Skype for Business

Outlook

VoIP support

Customer service

Hardware troubleshooting

Education

High school diploma

1–5 years of experience

CompTIA Security+ certification

CompTIA A+ certification

CompTIA Network+ certification

ITIL certification

Tools

Dameware

ECAM

Job description

American Operations Corporation is seeking a Service Desk Technician to support Hanscom AFB clients across classified and unclassified systems. You will handle ticket management, remote troubleshooting, software installation, and SCCM patching while meeting service desk metrics.

Key duties include daily ticket review, on-site and remote support, hardware and software troubleshooting, and ensuring encryption operations and DISA STIG compliance.