• Service Desk Lead

    Job Location US-Edwards AFB
    Job ID
  • Overview

    THE CENTECH GROUP, Inc. (CENTECH®) is seeking a Service Desk Lead for oversight and management of the activities of the Air Force Research Laboratory (AFRL) Rocket Lab Service Desk in support of the of the U.S. Air Force Advanced Research and Technology Enclave Management and Information Support (ARTEMIS-5) Services task. The person in this position will assist in establishing operations, processes, and procedures, and will simultaneously 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; and coordinating a variety of work order activities. This position will be located in at Edwards Air Force Base, California.


    *This bid position is contingent upon award and the qualified candidate may be selected as key personnel.



    • Provide help desk and communications focal point services (Tier 0 and Tier 1)
    • Privide oversight and management of the activities of the AFRL Rocket Lab Service Desk insuring all performance standards are met
    • Generate and document procedures, resolutions, work-arounds, and relevant guidance for inclusion in Knowledge Base Management
    • Identify within a service ticket hardware components or devices which routinely demonstrate system faults or anomalous behavior for repair/replacement
    • Maintain, image, configure, and support computers with operating systems such as Windows, MAC, and Linux (Linux platforms include Red Hat, CentOS, Scientific Linux and other configurations support by AFRL's Enterprise Laboratory Services Zone (ELSZ)
    • Utilize and maintain Common Access Card (CAC) pin reset (CPR) capability
    • Coordinate with information Technology Equipment Custodians (ITECs) and ECO for equipment turn-in and transfer between equipment accounts
    • Build and maintain automation packages for rapid deployment of updates and software packages which brings networked computers up to a new baseline or acceptable configuration when requested by the Government
    • Coordinate with IT equipment custodians (ITECs) and equipment control officer (ECO) for equipment turn-in and transfer between equipment accounts
    • Maintain hand receipt files for proper accountability of Automated Data Processing Equipment (ADPE) assets
    • Perform technical refresh of networked general purpose computers due to planned replacement or poor performance across Air Force Network (AFNET) and Saturn networks unless accepted by the government
    • Configure standard images and non-standard images for IT assets
    • Perform system configuration audits for manual verification of required security policies/patches for Microsoft, Linux/Unix, or other operating system (OS)-based information systems.
    • Implement mandatory downward directed changes in accordance with (IAW) system Configuration Management Plan for the AFRL Rocket Lab as needed
    • Coordinate protective postures and corrective measures with the contracting officer's representative (COR)/Information System Security manager (ISSM) for discovered cybersecurity incident or vulnerability
    • Develop, maintain and verify Start of Day procedure for status of identified user facing systems/services
    • Execute and track an ISSM approved plan for counteracting the incident and progress in coping with the incident
    • Support cybersecurity services as Cybersecurity Liaison (CSL) and CST for the AFRL Rocket Lab
    • Maintain and annotate initial service ticket status for the end-user until resolved or as approved by government
    • Apply and maintain service ticket priority and categorization criteria for service tickets to be handled in an appropriate time frame IAW performance standards
    • Track and update unresolved service tickets to facilitate service level agreements and timely feedback to users on status
    • Develop procedures, templates, and examples for consistent registration and identification of service tickets
    • Operate and maintain a customer kiosk for AFNET and Saturn networks for basic troubleshooting and end-user training during standard hours of operation
    • Manage and capture in/out process of users within a service ticket for information systems
    • Facilitate user training for in-processing and identify all user held information system accounts for user out- processing
    • Coordinate the routing System Access Authorization Requirement (SAAR) documents and other supporting documents for user in-processing to submit to government identified system to provision computer accounts
    • Annotate problem/request, location, contact information, troubleshooting performed, and system (AFNET, Saturn and Secret Internet Protocol Router Network [SIPRNet]) for customers
    • With Government approval, convert incidents or requests whose complexity or workload magnitudes are of significant size
    • Accept outage reports and trouble tickets via phone, chat, website, or 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 U.S. Air Force infrastructure service interruptions


    • Candidate must possess a Bachelor’s degree
    • Candidate must possess a current Secret clearance as a minimum
    • Candidate must possess a Help Desk Institute Support Center Analyst (HDI-SCA) certification, or higher
    • Candidate must possess Information Technology Infrastructure Library (ITIL) Foundation v3 certification
    • Candidate must possess minimum of five (5) years’ experience in IT Service Management
    • 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 OS environment
    • Must possess a general understanding of and experience with client peripherals including PCs, blades, keyboards/videos/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 U.S. Air Force 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 U.S. Air Force 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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