Help Desk Technician

Summary

The job is for a Help Desk Technician at Hanscom, AFB under the BLITS 3.0 program. The role involves supporting the mission of the 66th Air Base Group (66 ABG) and directly contributing to the Air Force Information Network (AFIN) enterprise. The position requires a Secret level DoD Security Clearance and CompTIA Security+ certification.

Requirements

• Secret Level DoD Security Clearance - required
• CompTIA Security+ certification - required (valid certification on day one of employment)

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
• Handles daily maintenance and monitoring of managed hardware and software for Hanscom AFB clients and customers, both classified and unclassified systems
• Complies with all ticket and call center metrics (measured in daily reports)
• Reviews tickets assigned daily and keeps customers up to date on any and all changes
• Supports client voice issues, to include VoIP and SIP services
• 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
• Delivers quality timely customer service while also meeting contract threshold metrics for phone and ticket resolutions
• Using Unit Software License Management procedures, installs and troubleshoots 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
• Supports 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
• Installs, configures, and troubleshoots multi-function devices and printers
• Ensures all changes to devices are annotated in Equipment Custodian Asset Management System (ECAM) to include computer names, and IP information for printers

Preferred Qualifications

• High School Diploma and 1-5 years of experience
• CompTIA A+, and CompTIA Network+ certifications desired
• ITIL certification desired