03 Sep
IT Help Desk Specialist
Massachusetts, Maynard , 01754 Maynard USA

Vacancy expired!

IT Help Desk Specialist

IT Help Desk SpecialistOur 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.

  • 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

  • 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.

Vacancy expired!

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