THE CENTECH GROUP

  • Telephone Control Officer

    Job Location US-Edwards AFB
    Job ID
    2098
  • Overview

    THE CENTECH GROUP, Inc. (CENTECH®) is seeking a contractor Telephone Control Officer (TCO) Support to support of U.S. Air Force (AF) Advanced Research and Technology Enclave Management and Information Support (ARTEMIS-5) Services as TCO Coordinator for the AFRL Rocket Lab.

     

    A qualified candidate may be selected as key personnel.

    This position will be located near Edwards Air Force Base, California and is contingent upon contract award.

    Responsibilities

    • Provide help desk and communications focal point services (Tier 0 and Tier 1) at a location at the AFRL Rocket Lab
    • 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 government’s primary and alternate TCO, accept customer telephone/voicemail requests, process, and coordinate with the host base communications squadron for long distance personal identification numbers (PINs), telephone moves, additions, programming changes, voicemail changes/resets and removal of service
    • Track, manage, and inventory telephones, smart/cell phones, modems, jetpacks, and phone cards for the AFRL Rocket Lab in accordance with Air Force Manual (AFMAN)17-1203
    • Coordinate installations, repairs, and account modifications for smart/cell phones, telephones, and modems with 412th Communications Squadron (CS)
    • Support annual field audits of all associated phone lines for the government TCO at the AFRL Rocket Lab. Audit report shall include identifying make/model of handset or attached devices, function (e.g. phone, fax, modem, Integrated Services Digital Network [ISDN], etc.), location, presence of required markings and forms (e.g. 911, Do Not Discuss Classified/Notice and Consent, Bomb/Chemical Threat Forms) and assignment information.
    • Facilitate smart phone configuration, distribution, and soft cert installation in accordance with guidance distributed by 412th CS
    • Meet performance standards which include:
      • Verify phone location connection information matches telecommunications room horizontal cable management documentation.
      • A phone line audit report shall be provided to the government TCO 14 days prior to the 412th CS annual due date (or 60 days after task order performance start date). Changes to the report due date shall be coordinated through the TCO or Contracting Officer’s Representative (COR)
      • Landline plain old telephone service (POTS) or voice over Internet Protocol (VOIP) movement without prior coordination with the 412th CS will invalidate 911 records introducing a potential safety of life hazard and treated as a safety violation
    • Performs other duties as assigned (SharePoint Site Administrator, Property or Equipment Custodian)

    Qualifications

    • Bachelor’s degree and a minimum of two (2) years of information technology (IT) service center management experience
    • Experienced, successful support of activities of a service desk
    • Candidate must possess a current Secret clearance as a minimum
    • Knowledge of & experience with 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
    • 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, telephones, smart/cell phones, modems, jetpacks, and phone cards, and troubleshooting practices in a Microsoft Windows Operating System environment
    • 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:

    • Prior experience as U.S. Department of Defense (DoD) TCO
    • Demonstrated experience interfacing with senior AF 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 AF Communications Focal Point (CFP) applications, communications, infrastructure, processes, procedures, instructions, and task orders is considered a significant plus

    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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