Service Desk Technician with Security Clearance
Service Desk TechnicianGeneral Service Desk RequisitionSlots #5 - 19JOB DESCRIPTION o 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 o 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 o Comply with all ticket and call center metrics (measured in daily reports) o Review tickets assigned daily and keep customers up to date on any and all changes o Support client voice issues, to include VoIP and SIP services o Staff split / rotational Client Service Center (Help Desk) phone shifts (coverage windows for phones run 730AM-430PM) depending on shift needs o 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 neededo Deliver quality timely customer service while also meeting contract threshold metrics for phone and ticket resolutions o 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 o Supports and complies with established IT procedures (team and client usage) o Support classified NSA Type-1 encryption operations - may include COMSEC key installation/coordination processes, device configurations and/or troubleshooting o Support classified desktops / laptops which may be physical hardware based or virtualized desktop instantiations (VDI) o Ensures workstations, peripherals, communications devices, and operating system/application software are properly configured for network operation, are on-line, and are available to users o Periodically reviews processes and procedures and client configurations for completeness, effectiveness and compliance with information assurance polices and DISA STIGs o Contacts the customer organization point of contact to coordinate hardware maintenance when necessary o Implements software patches and security fixes when it cannot be done using enterprise SCCM o Support expanded / related IT project efforts as/if directed o Install, configure, and troubleshoot multi-function devices and printers o Ensure all changes to devices are annotated in Equipment Custodian Asset Management System (ECAM) to include computer names, and IP information for printers SKILLS o Windows Desktop Operating Systems (Windows 10) o Working knowledge of Microsoft Active Directory o Microsoft Office Products (O365/2016) Teams, Skype for Business, Outlook o Ability to resolve issues quickly and efficiently to comply with metric requirements o Proficient with computer, network and server hardware o Strong troubleshooting skills on both hardware and software o Leadership skills o Strong customer service skills o Strong written and verbal communication skills o Self-motivated to work on behalf of the customer, the contract and section performance o Ability to work in a team environment o Show a penchant to stay up to date with evolving processes and procedures for regular troubleshooting and repairsEDUCATION /WORK EXPERIENCE o Secret Level DoD Security Clearance - required (ability to get clearance with waiver possible if background check shows potential) o CompTIA Security
certification - required (valid certification on day one of employment) o High School Diploma and 1 - 5 years of experience o CompTIA A+, and CompTIA Network
certifications desired o ITIL certification desired Recommended Skills Active Directory Group Asset Management Call Centers Communication Computer Architectures Cryptography Apply to this job. Think you're the perfect candidate? Apply on company site $(document).ready( function() $(#ads-desktop-placeholder).html(
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n Estimated Salary: $20 to $28 per hour based on qualifications.
certification - required (valid certification on day one of employment) o High School Diploma and 1 - 5 years of experience o CompTIA A+, and CompTIA Network
certifications desired o ITIL certification desired Recommended Skills Active Directory Group Asset Management Call Centers Communication Computer Architectures Cryptography Apply to this job. Think you're the perfect candidate? Apply on company site $(document).ready( function() $(#ads-desktop-placeholder).html(
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n Estimated Salary: $20 to $28 per hour based on qualifications.
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