Service Desk Technician
American Operations CorporationHanscom Air Force Base, MA
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.1
Reclaim your time by letting our AI handle the grunt work of job searching.
We continuously scan millions of openings to find your top matches.
Overview
Schedule
Full-time
Career level
Senior-level
Remote
On-site
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Job Description
The 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.
- 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.
- Comply with ticket and call center metrics and keep customers informed of changes and resolution status.
- Support client voice issues, including VoIP and SIP services.
- Staff split/rotational Client Service Center Help Desk phone shifts during the stated coverage window of 7:30 AM–4:30 PM as needed.
- Troubleshoot and repair issues remotely using Dameware, in the office, and on-site with customers when needed.
- Deliver timely customer service while meeting contract thresholds for phone and ticket resolutions.
- Install and troubleshoot authorized software in accordance with Unit Software License Management procedures and maintain appropriate software license inventory records.
- Support and comply with established IT procedures.
- Support classified NSA Type-1 encryption operations, including COMSEC key installation/coordination processes, device configuration, and troubleshooting as applicable.
- Support classified desktops and laptops, including physical and virtual desktop (VDI) environments.
- Ensure workstations, peripherals, communications devices, and operating system/application software are configured for network operation and available to users.
- Review processes, procedures, and client configurations for completeness, effectiveness, and compliance with information assurance policies and DISA STIGs.
- Coordinate hardware maintenance with customer organization points of contact when necessary.
- Implement software patches and security fixes when they cannot be performed through enterprise SCCM.
- Support expanded or related IT project efforts as directed.
- Install, configure, and troubleshoot multifunction devices and printers.
- Annotate device changes in ECAM, including computer names and printer IP information.
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.
- 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.
- Ability to stay current with evolving troubleshooting, repair, processes, and procedures.
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
American Operations Corporation is an Equal Opportunity Employer.
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.
FAQs About Service Desk Technician Jobs at American Operations Corporation
What is the work location for this position at American Operations Corporation?
This job at American Operations Corporation is located in Hanscom Air Force Base, MA, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at American Operations Corporation?
Employer has not shared pay details for this role.
What employment applies to this position at American Operations Corporation?
American Operations Corporation lists this role as a Full-time position.
What experience level is required for this role at American Operations Corporation?
American Operations Corporation is looking for a candidate with "Senior-level" experience level.
What benefits are offered by American Operations Corporation for this role?
American Operations Corporation offers following benefits: Health Insurance, Dental Insurance, Vision Insurance, Disability Insurance, Life Insurance, and Paid Vacation for this position. Actual benefits may vary depending on the employer's policies and employment terms.
What is the process to apply for this position at American Operations Corporation?
You can apply for this role at American Operations Corporation either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.