Help Desk Support Assistant jobs in Lowell, MA

Title: IT Technical Support / Service Desk

Location: Hanscom, MA (Onsite position)

Clearance: Secret/TS

Client: CENTECH

Certifications: Security

JOB DESCRIPTION:

• 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
• Serves as primary point of escalation for tickets above Tier I
• 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 necessary
• Implements software patches and security fixes when it cannot be done using enterprise SCCM
• Support expanded / related IT project efforts as/if directed
• 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

SKILLS

• 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
• Strong troubleshooting skills on both hardware and software
• Leadership skills
• Strong customer service skills
• Strong written and verbal communication skills
• Self-motivated to work on behalf of the customer, the contract and section performance
• Ability to work in a team environment
• Show a penchant to stay up to date with evolving processes and procedures for regular troubleshooting and repairs

EDUCATION /WORK EXPERIENCE

• Secret Level DoD Security Clearance - required (ability to get clearance with waiver possible if background check shows potential)
• CompTIA Security certification - required (valid certification on day one of employment)
• High School Diploma and 5 years of experience
• CompTIA A , and CompTIA Network certifications desired
• ITIL certification desired

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Night shift
• Weekends as needed

Experience:

• Service desk: 3 years (Required)

License/Certification:

• CompTIA Security (Required)

Security clearance:

• Secret (Required)

Ability to Relocate:

• Hanscom Afb, MA 01731: Relocate before starting work (Required)

Work Location: In person