Service Desk Technician
General Service Desk Requisition
Slots #5 - 19
JOB DESCRIPTION • 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 SKILLS • 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 • Show a penchant to stay up to date with evolving processes and procedures for regular troubleshooting and repairs
EDUCATION /WORK EXPERIENCE • 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