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Service Desk Technician

Centuria Hanscom AFB, MA

Hanscom AFB, MA

Today

Full time Active Directory Application Support End User Support

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Job Description

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)

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