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American Operations

Delivers national defense technology solutions

Service Desk Technician

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-timeUnited States$64k

About the Job

Requirements

  • A Secret-level Department of Defense security clearance is required.
  • CompTIA Security+ certification is required and must be valid on the first day of employment.
  • A high school diploma and 1–5 years of experience are required.
  • Working knowledge of Windows 10 desktop operating systems is required.
  • Working knowledge of Microsoft Active Directory is required.
  • Experience with Microsoft Office products, including O365/2016, Teams, Skype for Business, and Outlook, is required.
  • Proficiency with computer, network, and server hardware and strong hardware/software troubleshooting skills are required.
  • Strong customer service, written and verbal communication, leadership, and teamwork skills are required.
  • The candidate must be self-motivated and able to work on behalf of the customer, contract, and section performance.
  • The candidate must be able to stay current with evolving troubleshooting, repair, processes, and procedures.

Responsibilities

  • Create and update tickets in accordance with established ticket procedures and review assigned tickets daily.
  • Perform daily maintenance and monitoring of managed hardware and software for Hanscom Air Force Base clients and customers on classified and unclassified systems.
  • Comply with ticket and call center metrics and keep customers informed of changes and resolution status.
  • Support client voice issues, including Voice over Internet Protocol and Session Initiation Protocol services.
  • Staff split or rotational Client Service Center Help Desk phone shifts during the stated 7:30 AM–4:30 PM coverage window as needed.
  • Troubleshoot and repair issues remotely using Dameware, in the office, and on-site with customers when needed.
  • Deliver timely customer service while meeting contract thresholds for phone and ticket resolutions.
  • Install and troubleshoot authorized software in accordance with Unit Software License Management procedures and maintain appropriate software license inventory records.
  • Support and comply with established IT procedures.
  • Support classified NSA Type-1 encryption operations, including COMSEC key installation and coordination processes, device configuration, and troubleshooting as applicable.
  • Support classified desktops and laptops, including physical and virtual desktop infrastructure environments.
  • Ensure workstations, peripherals, communications devices, and operating system and application software are configured for network operation and available to users.
  • Review processes, procedures, and client configurations for completeness, effectiveness, and compliance with information assurance policies and DISA Security Technical Implementation Guides.
  • Coordinate hardware maintenance with customer organization points of contact when necessary.
  • Implement software patches and security fixes when they cannot be performed through enterprise System Center Configuration Manager.
  • Support expanded or related IT project efforts as directed.
  • Install, configure, and troubleshoot multifunction devices and printers.
  • Annotate device changes in ECAM, including computer names and printer IP information.

Desired Qualifications

  • CompTIA A+ certification is desired.
  • CompTIA Network+ certification is desired.
  • ITIL certification is desired.

About the Company

American Operations

Delivers national defense technology solutions

American Operations Corporation focuses on national defense and security by delivering mission-critical technology and mission-support solutions for federal partners. It integrates services across enterprise technology modernization, battlespace interoperability, aviation systems engineering and operations, facility and workspace management, and global logistics to plan, implement, and operate complex missions using large, scalable teams and globally distributed resources. The company differentiates itself through its dedicated national-defense focus, extensive past performance, ability to scale for large orders, TS-cleared workforce, and strategic joint ventures with Tetra Tech Federal IT. Its goal is to help federal customers meet mission needs worldwide with end-to-end capabilities that cover technology, interoperability, aviation, facilities, and logistics.

Company size
51-200
Company stage
Not listed
Total funding
Not listed
Headquarters
Chantilly, VA
Founded
1983

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