What are the responsibilities and job description for the Service Desk Technician position at American Operations Corporation?
The Service Desk Technician supports an enterprise help desk serving Hanscom AFB clients and customers across classified and unclassified systems. The position handles ticket management, hardware and software troubleshooting, customer support, voice/VoIP/SIP issues, software installation and licensing, endpoint configuration, security fixes, and related IT project support while meeting established service desk metrics.
- 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 AFB 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 VoIP and SIP services.
- Staff split/rotational Client Service Center Help Desk phone shifts during the stated coverage window of 7:30 AM–4:30 PM 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/coordination processes, device configuration, and troubleshooting as applicable.
- Support classified desktops and laptops, including physical and virtual desktop (VDI) environments.
- Ensure workstations, peripherals, communications devices, and operating system/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 STIGs.
- Coordinate hardware maintenance with customer organization points of contact when necessary.
- Implement software patches and security fixes when they cannot be performed through enterprise SCCM.
- 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.
- Secret-level DoD security clearance required.
- CompTIA Security certification required and valid on the first day of employment.
- High school diploma and 1–5 years of experience.
- CompTIA A certification desired.
- CompTIA Network certification desired.
- ITIL certification desired.
- Working knowledge of Windows 10 desktop operating systems.
- Working knowledge of Microsoft Active Directory.
- Experience with Microsoft Office products, including O365/2016, Teams, Skype for Business, and Outlook.
- Proficiency with computer, network, and server hardware and strong hardware/software troubleshooting skills.
- Strong customer service, written and verbal communication, leadership, and teamwork skills.
- Self-motivated and able to work on behalf of the customer, contract, and section performance.
- Ability to stay current with evolving troubleshooting, repair, processes, and procedures.
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short-Term & Long-Term Disability
American Operations Corporation is an Equal Opportunity Employer.