Help Desk Technician

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…