• Field Services Lead

    Job Location US-Edwards AFB
    Job ID
  • Overview

    THE CENTECH GROUP, Inc. (CENTECH®) is seeking a Field Services Lead for oversight and management of the activities within the operational support of the U.S. Air Force (AF) Advanced Research and Technology Enclave Management and Information Support (ARTEMIS-5) Services task at the Air Force Research Laboratory (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.



    • Assist in establishing operations, processes, and procedures
    • Perform a variety of information technology (IT)-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
      • Coordinating a variety of work order activities
    • Act as the designated service desk lead for oversight and management of activities within the operational support
    • Provide help desk and communications focal point services (Tier 0 and Tier 1) at a location at the AFRL Rocket Lab
    • Schedule video teleconferences for customers
    • Verify video teleconferences systems and connections to the correct remote system are operational no less than ten (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 personal identification numbers (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


    • Bachelor’s degree and a minimum of five (5) years of combined experience in telecommunications infrastructure and facility design, installation, as well as information technology hardware repair
    • Must maintain a Building Industry Consulting Services International (BICSI) Registered Communications Distribution Designer (RCDD) certification
    • Minimum of five (5) years combined experience in telecommunications infrastructure and facility design, installation, as well as information technology hardware repair.
    • Candidate must possess a current Secret clearance as a minimum
    • 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, keyboards, videos and mouse (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 AF and/or U.S. Department of Defense (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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