Help Desk Technician

Centuria•Bedford, MA

2d•Onsite

About The Position

The Help Desk Technician supports the 66th Air Base Group mission at Hanscom Air Force Base by securing information and information systems, sustaining infrastructure and capabilities, and delivering effective IT services. The role is part of an enterprise help desk team supporting classified and unclassified systems for Hanscom AFB clients and customers. The technician handles help desk tickets and phone support, troubleshoots and repairs hardware and software remotely, in the office, and on-site, and supports voice services, classified systems, encryption operations, workstations, peripherals, printers, and authorized software. The position also maintains ticket and call-center metrics, software licensing records, asset information, and compliance with IT procedures and security requirements. Phone coverage is provided on split or rotational shifts within the stated 7:30 a.m.–4:30 p.m. coverage window.

Requirements

Secret-level DoD security clearance required; the posting notes that obtaining a clearance with a waiver may be possible if the background check shows potential.
CompTIA Security+ certification required and must be valid on the first day of employment.
High school diploma and 1–5 years of experience.
Knowledge of Windows desktop operating systems, including Windows 10.
Working knowledge of Microsoft Active Directory.
Knowledge of Microsoft Office products, including O365/2016, Teams, Skype for Business, and Outlook.
Ability to resolve issues quickly and efficiently to meet metric requirements.
Proficiency with computer, network, and server hardware.
Strong hardware and software troubleshooting skills.
Leadership skills.
Strong customer service skills.
Strong written and verbal communication skills.
Self-motivation to work on behalf of the customer, contract, and section performance.
Ability to work in a team environment.
Ability to stay current with evolving troubleshooting and repair processes and procedures.

Nice To Haves

CompTIA A+ certification.
CompTIA Network+ certification.
ITIL certification.

Responsibilities

Create tickets when customer contact is made, update tickets after working on issues, review assigned tickets daily, and keep customers informed of changes.
Maintain and monitor managed hardware and software for Hanscom AFB clients and customers on classified and unclassified systems.
Comply with ticket and call-center metrics.
Support client voice issues, including VoIP and SIP services.
Staff split or rotational Client Service Center phone shifts as required, within phone coverage windows of 7:30 a.m.–4:30 p.m.
Troubleshoot and repair issues remotely using Dameware, in the office when customers bring in devices, and on-site with customers when needed.
Provide timely customer service while meeting contract thresholds for phone and ticket resolutions.
Install and troubleshoot authorized software under Unit Software License Management procedures; ensure software is licensed, authorized, and recorded in the base software license inventory.
Follow established IT procedures for the team and client usage.
Support classified NSA Type-1 encryption operations, potentially including COMSEC key installation and coordination, device configuration, and troubleshooting.
Support classified desktops and laptops, including physical hardware and virtual desktop infrastructure (VDI).
Ensure workstations, peripherals, communications devices, and operating system and application software are configured for network operation, online, and available to users.
Review processes, procedures, and client configurations for completeness, effectiveness, and compliance with information assurance policies and DISA STIGs.
Coordinate hardware maintenance with the customer organization point of contact when necessary.
Implement software patches and security fixes when they cannot be implemented using enterprise SCCM.
Support expanded or related IT project efforts as directed.
Install, configure, and troubleshoot multifunction devices and printers.
Record device changes in the Equipment Custodian Asset Management System (ECAM), including computer names and printer IP information.