Service Desk Technician

The Service Desk Technician will provide enterprise help desk support for Hanscom AFB clients, working as part of a team to manage ticket activity, troubleshoot systems remotely and onsite, and support classified and unclassified environments. The position includes phone and voice support, hardware and software maintenance, and encryption-related support when required.

Responsibilities

• Follow ticket procedures by creating tickets immediately upon customer contact, updating tickets promptly after work is completed, and reviewing assigned tickets daily.
• Support enterprise help desk operations by performing daily maintenance and monitoring of managed hardware and software for Hanscom AFB clients across classified and unclassified systems.
• Comply with ticket and call center metrics, including daily report requirements.
• Review tickets assigned daily and keep customers informed of changes related to their issues.
• Provide support for client voice issues, including VoIP and SIP services.
• Troubleshoot and repair issues over the phone remotely using Dameware, in the office when customers can bring devices in, and on-site with the customer when needed.
• Deliver timely, quality customer service while meeting contract threshold metrics for both phone and ticket resolutions.
• Use Unit Software License Management procedures to install and troubleshoot authorized software, ensuring installed software is properly licensed, authorized, and recorded in the base software license inventory.
• Support and follow established IT procedures for both team operations and client usage.
• Support classified NSA Type-1 encryption operations, which may include COMSEC key installation or coordination processes, device configurations, and troubleshooting.
• Support classified desktops and laptops, including physical hardware and virtualized desktop instantiations (VDI).
• Ensure workstations, peripherals, communications devices, and operating system and application software are properly configured for network operation, are online, and are available to users.
• Periodically review processes, procedures, and client configurations to confirm completeness, effectiveness, and compliance with information assurance policies and DISA STIGs.
• Coordinate with the customer organization point of contact for hardware maintenance when required.
• Implement software patches and security fixes when they cannot be completed using enterprise SCCM.
• Support expanded and related IT project efforts as directed.
• Install, configure, and troubleshoot multi-function devices and printers.
• Annotate device changes in the Equipment Custodian Asset Management System (ECAM), including computer names and IP information for printers.

Requirements

• Secret Level DoD Security Clearance (required)
• CompTIA Security+ certification (required; valid on day one of employment)

Technologies

• Dameware
• VoIP, SIP
• Microsoft Active Directory
• Microsoft Office Products (O365/2016), Teams, Skype for Business, Outlook
• SCCM
• VDI
• DISA STIGs
• ECAM
• COMSEC

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 meet metric requirements
• Proficiency with computer, network, and server hardware
• Strong troubleshooting skills across hardware and software
• Leadership skills
• Strong customer service skills
• Strong written and verbal communication skills
• Self-motivated work style focused on customer, contract, and section performance
• Ability to work effectively in a team environment
• Pursuit of staying current with evolving processes and procedures for troubleshooting and repairs

Education and Experience

• High School Diploma
• 7-9 years of experience
• CompTIA A+ and CompTIA Network+ certifications desired
• ITIL certification desired

Role Location

Hanscom AFB, MA (onsite)