Role OverviewThe 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.
What You Will Do
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.
Why It Might Be a Fit
The ideal candidate will have a 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.
Requirements
- 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
Benefits
- 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
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