Service Desk Technician

Centuria; Lincoln (MA); On-site; USD 54,000 - 76,000; Full time

Job summary

Centuria is seeking a Service Desk Technician to join an enterprise help desk supporting Hanscom AFB clients, handling daily ticketing, remote troubleshooting, VoIP issues, and on-site support as needed. The role requires a Secret DoD security clearance and active CompTIA Security+ certification on day one, with 7–9 years of combined experience.

The position involves shift coverage, adherence to metrics, and ensuring licensed software is recorded.

Qualifications

• Secret DoD Security Clearance required.
• CompTIA Security+ certification required (valid on day one of employment).
• High School Diploma and 7-9 years of experience.
• CompTIA A+ and CompTIA Network+ certifications desired.
• ITIL certification desired.

Responsibilities

• Complies with ticket procedures, creating tickets immediately when contact is made with the customer, updating tickets immediately after working on the issue, and reviewing the tickets assigned daily.
• As part of an enterprise help desk team, handles daily maintenance and monitoring of managed hardware and software for Hanscom AFB clients and customers, both classified and unclassified systems.
• Comply with all ticket and call center metrics (measured in daily reports).
• Review tickets assigned daily and keep customers up to date on any and all changes.
• Support client voice issues, to include VoIP and SIP services.
• Staff “split / rotational” Client Service Center (Help Desk) phone shifts (730AM-430PM) depending on shift needs.
• Conducts troubleshooting and repairs over the phone remotely utilizing Dameware, and in the office when a customer can bring the device in, and on-site with the customer when needed.
• Deliver quality timely customer service while also meeting contract threshold metrics for phone and ticket resolutions.
• Using Unit Software License Management procedures, install and troubleshoot authorized software for customers in a timely manner; ensures all software installed on customer organization systems is appropriately licensed, authorized, and recorded in the base software license inventory.
• Supports and complies with established IT procedures (team and client usage).
• Support classified NSA Type-1 encryption operations - may include COMSEC key -installation/coordination processes, device configurations and/or troubleshooting.
• Support classified desktops / laptops which may be physical hardware based or virtualized desktop instantiations (VDI).
• Ensures workstations, peripherals, communications devices, and operating system/application software are properly configured for network operation, are on-line, and are available to users.
• Periodically reviews processes and procedures and client configurations for completeness, effectiveness and compliance with information assurance polices and DISA STIGs.
• Contacts the customer organization point of contact to coordinate hardware maintenance when necessary.
• Implements software patches and security fixes when it cannot be done using enterprise SCCM.
• Support expanded/ related IT project efforts as/if directed.
• Install, configure, and troubleshoot multi-function devices and printers.
• Ensure all changes to devices are annotated in Equipment Custodian Asset Management System (ECAM) to include computer names, and IP information for printers

Skills

Windows 10

Active Directory

O365

Teams

Skype for Business

Outlook

Troubleshooting

Customer service

Communication

Team work

Education

Secret DoD Security Clearance

CompTIA Security+

High School Diploma

CompTIA A+

CompTIA Network+

ITIL

Job description

Title: Service Desk Technician

Term: Full Time

Program: BLITS 3.0

Company/ Program Description:

Centuria, a Service-Disabled Veteran-Owned Small Business (SDVOSB), has been delivering IT, Engineering, and Scientific solutions to the Federal Government since 2002. During our two decades of service, we have earned the trust and respect of our government clients for the simple reason that we have great people who are experts in their fields and take pride and ownership in everything they do.

BLITS 3.0 PROGRAM DESCRIPTION:

This role will be to directly support the mission of the 66th Air Base Group (66 ABG) to secure information and information systems; to support mission success through effective and efficient service delivery; and to sustain required infrastructure and capabilities. As one part of the greater Air Force Information Network (AFIN) enterprise, the 66 ABG Communications and Information Division (66 ABG/SC) has responsibilities in two categories (1) direct actions in support of Hanscom Air Force Base (HAFB) and geographically separated units (GSUs); and (2) indirect actions to support the AFIN enterprise. Successful solutions for this requirement are expected to have strengths in four areas: integration, flexibility, AFIN knowledge, and technical expertise.

JOB DESCRIPTION

• Complies with ticket procedures, creating tickets immediately when contact is made with the customer, updating tickets immediately after working on the issue, and reviewing the tickets assigned daily
• As part of an enterprise help desk team, handles daily maintenance and monitoring of managed hardware and software for Hanscom AFB clients and customers, both classified and unclassified systems
• Comply with all ticket and call center metrics (measured in daily reports
• Review tickets assigned daily and keep customers up to date on any and all changes
• Support client voice issues, to include VoIP and SIP services
• Staff “split / rotational” Client Service Center (Help Desk) phone shifts (coverage windows for phones run 730AM-430PM) depending on shift needs.
• Conducts troubleshooting and repairs over the phone remotely utilizing Dameware, and in the office when a customer is able to bring the device in, and on-site with the customer when needed.
• Deliver quality timely customer service while also meeting contract threshold metrics for phone and ticket resolutions
• Using Unit Software License Management procedures, install and troubleshoot authorized software for customers in a timely manner; ensures all software installed on customer organization systems is appropriately licensed, authorized, and recorded in the base software license inventory.
• Supports and complies with established IT procedures (team and client usage)
• Support classified NSA Type-1 encryption operations - may include COMSEC key -installation/coordination processes, device configurations and/or troubleshooting
• Support classified desktops / laptops which may be physical hardware based or virtualized desktop instantiations (VDI)
• Ensures workstations, peripherals, communications devices, and operating system/application software are properly configured for network operation, are on-line, and are available to users
• Periodically reviews processes and procedures and client configurations for completeness, effectiveness and compliance with information assurance polices and DISA STIGs
• Contacts the customer organization point of contact to coordinate hardware maintenance when necessary
• Implements software patches and security fixes when it cannot be done using enterprise SCCM
• Support expanded/ related IT project efforts as/if directed.
• Install, configure, and troubleshoot multi-function devices and printers.
• Ensure all changes to devices are annotated in Equipment Custodian Asset Management System (ECAM) to include computer names, and IP information for printers

SKILLS

• Windows Desktop Operating Systems (Windows 10)
• Working knowledge of Microsoft Active Directory
• Microsoft Office Products (O365/2016) Teams, Skype for Business, Outlook
• Ability to resolve issues quickly and efficiently to comply with metric requirements.
• Proficient with computer, network and server hardware
• Strong troubleshooting skills on both hardware and software
• Leadership skills
• Strong customer service skills
• Strong written and verbal communication skills
• Self-motivated to work on behalf of the customer, the contract and section performance
• Ability to work in a team environment.
• Show a penchant to stay up to date with evolving processes and procedures for regular troubleshooting and repairs

EDUCATION /WORK EXPERIENCE

• Secret Level DoD Security Clearance - required
• CompTIA Security+ certification - required (valid certification on day one of employment)
• High School Diploma and 7-9 years of experience
• CompTIA A+, and CompTIA Network+ certifications desired
• ITIL certification desired