Our client is seeking a highly motivated, secret cleared and DoD 8140 certified (Sec+) (previously "8570") IT Support Technician to join the Service Desk operations team to provide ITIL based, quality, timely and meaningful service delivery in support of 5600+ users on both unclassified and classified systems.
TOP 3 REQUIRED SKILLS:
HOLD A DoD SECRET CLEARANCE OR CAN OBTAIN DoD SECRET CLEARANCE
CompTIA Security+ Certification (NEEDED TO START)
Windows Support Experience
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
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
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
Qualifications
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
Troubleshooting skills on both hardware and software
Show a penchant to stay up to date with evolving processes and procedures for regular troubleshooting and repairs
CompTIA Security+ certification - required (valid certification on day one of employment)
High school diploma
One or more years of experience in technical call center environment, helping solve technical issues on PCs or Laptops
Secret Level DoD Security Clearance - required (ability to get clearance with waiver possible if background check shows potential)
CompTIA A+, and CompTIA Network+ certifications desired
THIRD PARTY AGENCIES, SUBCONTRACTORS, AND RECRUITERS NEED NOT APPLY. Applicants received from firms will not be considered. Subcontracting is not available for this position.
