Electronics Technician Maintenance I (Help-desk) SATCOM

Centurum•San Diego, CA

1d•$34 - $44•Onsite

About The Position

Centurum is looking for a Helpdesk Technician to support ISEA Help Desk activities during the system upgrade fielding phase, including fielding calls or emails from customers and providing Tier 1 and Tier 2 Help Desk distance support for troubleshooting efforts related to VRAM. Utilizing the NAVWAR Distance Support ITSM Consolidated Help Desk, the Technician will manage ticketing activities, ensuring adherence to service level agreements (SLAs) and maintaining regular communication with customers. Accurate records of support activities, including troubleshooting steps and resolutions, will be maintained, with updates to knowledge base articles across ITSM, HELEX, NAVY 311, and Remedy Helpdesk. The technician shall generate reports and maintain records, providing a Daily Status Report and Completion Report to document issues and troubleshooting efforts. Internal collaboration involves daily meetings, cross-training ISEA SMEs, and utilizing ITSM SIPR and NIPR environments for information sharing. The technician will support the transition of NIPR trouble tickets to the NESD/Helix platform, ensuring accurate data transfer and continued tracking. Performance monitoring includes attending monthly OIPT meetings to review metrics and contribute to service delivery improvements, ensuring ongoing support and minimizing disruptions for end-users.

Requirements

Must have a high school diploma or its equivalent, and a completed apprenticeship and/or formal training in electronics general theory & practical applications
3+ years of VRAM experience
Familiar with operation, setup and communication within VRAM
Follow written instructions, procedures, schematics, technical manuals or otherwise pre-established guidelines in order to troubleshoot/restore/configure settings in VRAM utilizing the following databases management tools: ITSM, HELEX, NAVY 311, and Remedy Helpdesk
Prior knowledge working on the followings system is required: VRAM
Prior knowledge of working with one of the following databases/systems: ITSM, HELEX, NAVY 311, and Remedy Helpdesk
Ability to perform all duties unsupervised
High School Diploma or equivalent
Must be able to communicate effectively in English, both verbally and in writing
Must be able to interface effectively with all levels of technical and management personnel
This position is required to have and maintain a Secret US DoD security clearance

Nice To Haves

Follow written instructions, procedures, schematics, technical manuals, or otherwise pre-established guidelines in-order-to adjust, align, troubleshoot and repair electronic equipment to the subsystem or line replaceable unit level
Knowledge of MS Office 365 and Excell along with Naval Messages desired

Responsibilities

Fielding calls or emails from customers and providing Tier 1 and Tier 2 Help Desk distance support for troubleshooting efforts related to VRAM
Managing ticketing activities, ensuring adherence to service level agreements (SLAs) and maintaining regular communication with customers
Maintaining accurate records of support activities, including troubleshooting steps and resolutions, with updates to knowledge base articles across ITSM, HELEX, NAVY 311, and Remedy Helpdesk
Generating reports and maintain records, providing a Daily Status Report and Completion Report to document issues and troubleshooting efforts
Internal collaboration involves daily meetings, cross-training ISEA SMEs, and utilizing ITSM SIPR and NIPR environments for information sharing
Supporting the transition of NIPR trouble tickets to the NESD/Helix platform, ensuring accurate data transfer and continued tracking
Attending monthly OIPT meetings to review metrics and contribute to service delivery improvements, ensuring ongoing support and minimizing disruptions for end-users

Benefits

Health Insurance - Centurum provides insurance for employee and dependent in a comprehensive package. Coverage for vision care is included. This option is available on a cost-sharing basis.
Dental Insurance - Available in conjunction with Health Insurance for an additional cost. Provides oral maintenance care for employee and dependent.
Basic Life Insurance - Company provided benefit for all full-time employees.
Supplemental Life Insurance - Optional life insurance coverage to employees at group rates.
Dependant Life Insurance - Optional coverage for dependents at a group rate.
Long Term Disability Insurance - Optional coverage available to employees at group rates.
Vacation and Sick Leave - Leave accrual is determined by length of service.
Holidays - The company observes ten paid holidays each year.
Retirement 401(k) Plan - Centurum’s corporate benefits package includes 401K with a company bi-weekly match and a year-end profit sharing company match for all eligible employees. Investments can be made into selected funds under this plan.

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