THE CENTECH GROUP

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Senior Service Desk Specialists (TS/SCI)

US-TX
Job ID
2015

Overview

THE CENTECH GROUP, Inc. (CENTECH®) is seeking multiple (4) Senior Service Desk (Help Desk) Specialists to serve on the Communications Focal Point (CFP) team in support of U.S. Air Force Cryptologic and Cyber Systems Division mission centers, active duty military customers, Government civilians and tenants, and contractors.

The people in these positions will assist in establishing operations, processes, and procedures, and will simultaneously perform a variety of information technology-based communications functions, including:  providing client-side mission support to a variety of users during daily operations, monthly relocations, annual exercises, and unplanned real-world events; resolving classified and unclassified system problems; answering system, network and application questions via telephone, chat, website input and customer walk-up; evaluating the impacts and results of system troubleshooting; creating, tracking, reviewing, updating, and concluding actions in Remedy and within the Government’s timelines; assigning and following up on the maintenance actions of other work centers; and coordinating a variety of work order activities.

This is a bid opportunity, contingent upon award and qualified candidates may be selected as key personnel. Work location is Lackland Air Force Base (AFB), Texas and requires active Top Secret (TS)/Sensitive Compartmented Information (SCI) clearance.

Responsibilities

  • Provide Help Desk and Communications Focal Point services (Tier 0 and Tier 1) at a location of the Government’s direction
  • Schedule Video Teleconferences for customers
  • Verify Video Teleconferences systems and connections to the correct remote system are operational no less than 10 minutes prior to the scheduled conference
  • Accept outage reports and trouble tickets via phone, chat, website input and customer walk-up
  • Submit tickets through the Government Approved Information System to the appropriate office for resolution and implementation
  • Brief and report the status of Government network services and supporting AF infrastructure service interruptions
  • Support the primary and alternate Telephone Control Officer, accept customer telephone/voicemail requests, process, and coordinate with the host base communications squadron for long distance PINs, telephone moves, additions, programming changes, voicemail changes/resets and removal of service
  • Perform assessments, surveys, installations, replacements (scheduled and unscheduled), initial troubleshooting, ticket escalation, and outage resolution of all customer devices that are part of the network baseline
  • Maintain cabling in a neat and clean manner between customer devices and outlets or connections
  • Performs other duties as assigned

Required Skills:

  • Must have a broad, deep Customer Service orientation and professional demeanor
  • Must possess above average verbal and written communication skills
  • Must possess a general understanding of network architectures, client computing resources, and troubleshooting practices in a Microsoft Windows Operating System environment
  • Must possess a general understanding of and experience with client peripherals including PCs, blades, KVMs, monitors, card readers, printers, and multi-function devices
  • Must have the ability to prepare, objectively review, and deliver technical presentations
  • Must have schedule flexibility to work varying hours (days and possibly occasional nights or weekends) when required by operational tempo

 

Desired skills:

 

  • Demonstrated experience interfacing with senior Air Force and/or DoD customers, as well as experience serving multiple DoD Agencies, is highly desired
  • Remedy trouble ticket experience and skills is highly desired
  • Experience with Air Force Communications Focal Point (CFP) applications, communications, infrastructure, processes, procedures, instructions, and Task Orders is considered a significant plus

Qualifications

In addition to the required skills one must also have one or more of the following certifications:

  • Bachelor's degree and a minimum of four (4) years of experience or equivalent combination of education and experience
  • Must meet DoD 8570 certification eligibility reuqirements (e.g. Security+ CE or higher)
  • Must possess a current Top Secret/SCI clearance as a minimum

THE CENTECH GROUP, Inc. is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. EOE M/F/Disabled/Veteran

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