A Secret-level Department of Defense security clearance is required; obtaining clearance with a waiver may be possible if the background check shows potential.
A valid CompTIA Security+ certification is required on the first day of employment.
A high school diploma and 1–5 years of experience are required.
Knowledge of Windows desktop operating systems, including Windows 10, is required.
Working knowledge of Microsoft Active Directory is required.
Knowledge of Microsoft Office products, including Microsoft 365/Office 2016, Teams, Skype for Business, and Outlook, is required.
Ability to resolve issues quickly and efficiently to meet metric requirements is required.
Proficiency with computer, network, and server hardware is required.
Strong hardware and software troubleshooting skills are required.
Strong customer service skills are required.
Strong written and verbal communication skills are required.
Ability to work in a team environment is required.
The candidate must stay current with evolving troubleshooting and repair processes and procedures.
Responsibilities
Create tickets immediately when customer contact is made, update tickets immediately after working on an issue, and review assigned tickets daily in accordance with ticket procedures.
Perform daily maintenance and monitoring of managed hardware and software for Hanscom Air Force Base clients and customers across classified and unclassified systems as part of an enterprise help desk team.
Comply with ticket and call center metrics measured in daily reports.
Review assigned tickets daily and keep customers informed of all changes.
Support client voice issues, including Voice over Internet Protocol and Session Initiation Protocol services.
Staff split or rotational Client Service Center phone shifts according to shift needs; phone coverage runs from 7:30 a.m. to 4:30 p.m.
Troubleshoot and repair issues by phone remotely using Dameware, in the office when customers bring devices in, and onsite with customers when needed.
Provide timely customer service while meeting contract thresholds for phone and ticket resolutions.
Install and troubleshoot authorized software using Unit Software License Management procedures, ensuring installed software is licensed, authorized, and recorded in the base software license inventory.
Follow established team and client IT procedures.
Support classified National Security Agency Type 1 encryption operations, which may include Communications Security key installation and coordination processes, device configurations, and troubleshooting.
Support classified desktops and laptops, including physical hardware and virtual desktop infrastructure instantiations.
Configure workstations, peripherals, communications devices, and operating system and application software for network operation; ensure they are online and available to users.
Periodically review processes, procedures, and client configurations for completeness, effectiveness, and compliance with information assurance policies and Defense Information Systems Agency Security Technical Implementation Guides.
Contact the customer organization point of contact to coordinate hardware maintenance when necessary.
Implement software patches and security fixes when they cannot be deployed using enterprise System Center Configuration Manager.
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, including computer names and printer IP information.
Desired Qualifications
CompTIA A+ certification is desired.
CompTIA Network+ certification is desired.
ITIL certification is desired.
Title: Help Desk Technician
Location: Hanscom, AFB
Program: BLITS 3.0
Clearance: Secret
Company/ Program Description:
Centuria, a Service-Disabled Veteran-Owned Small Business (SDVOSB), has been delivering IT, Engineering, and Scientific solutions to the Federal Government since 2002. During our two decades of service we have earned the trust and respect of our government clients for the simple reason that we have great people who are experts in their fields and take pride and ownership in everything they do.
The Washington Post has recognized Centuria Corporation as one of the top workplaces in the DC Metro area for 2024. This award celebrates nationally recognized companies that make the world a better place to work together by prioritizing a people-centered culture and giving employees a voice. The Top Workplaces USA award is based entirely on feedback from an employee engagement survey completed by the employees of participating workplaces. Centuria is honored to have been awarded this distinction.
This role will be to directly support the mission of the 66th Air Base Group (66 ABG) to secure information and information systems; to support mission success through effective and efficient service delivery; and to sustain required infrastructure and capabilities. As one part of the greater Air Force Information Network (AFIN) enterprise, the 66 ABG Communications and Information Division (66 ABG/SC) has responsibilities in two categories (1) direct actions in support of Hanscom Air Force Base (HAFB) and geographically separated units (GSUs); and (2) indirect actions to support the AFIN enterprise. Successful solutions for this requirement are expected to have strengths in four areas: integration, flexibility, AFIN knowledge, and technical expertise.
Job Responsibilities:
·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.
·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
·Comply with all ticket and call center metrics (measured in daily reports
·Review tickets assigned daily and keep customers up to date on any and all changes.
·Support client voice issues, to include VoIP and SIP services.
·Staff “split / rotational” Client Service Center (Help Desk) phone shifts (coverage windows for phones run 730AM-430PM) depending on shift needs.
·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 needed.
·Deliver quality timely customer service while also meeting contract threshold metrics for phone and ticket resolutions.
·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.
·Supports and complies with established IT procedures (team and client usage)
·Support classified NSA Type-1 encryption operations - may include COMSEC key -installation/coordination processes, device configurations and/or troubleshooting.
·Support classified desktops / laptops which may be physical hardware based or virtualized desktop instantiations (VDI)
·Ensures workstations, peripherals, communications devices, and operating system/application software are properly configured for network operation, are on-line, and are available to users.
·Periodically reviews processes and procedures and client configurations for completeness, effectiveness and compliance with information assurance polices and DISA STIGs
·Contacts the customer organization point of contact to coordinate hardware maintenance when necessary.
·Implements software patches and security fixes when it cannot be done using enterprise SCCM.
·Support expanded/ related IT project efforts as/if directed.
·Install, configure, and troubleshoot multi-function devices and printers.
·Ensure all changes to devices are annotated in Equipment Custodian Asset Management System (ECAM) to include computer names, and IP information for printers.
Job Requirements:
·Secret Level DoD Security Clearance - required (ability to get clearance with waiver possible if background check shows potential)
·CompTIA Security+ certification - required (valid certification on day one of employment)
·High School Diploma and 1-5 years of experience
·CompTIA A+, and CompTIA Network+ certifications desired.
·ITIL certification desired
·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 comply with metric requirements.
·Proficient with computer, network and server hardware
·Strong troubleshooting skills on both hardware and software
·Leadership skills
·Strong customer service skills
·Strong written and verbal communication skills
·Self-motivated to work on behalf of the customer, the contract and section performance.
·Ability to work in a team environment.
· Stay up to date with evolving processes and procedures for regular troubleshooting and repairs.