THE CENTECH GROUP

  • Service Desk Specialist (Secret Clearance)

    Job Location US-Edwards AFB
    Job ID
    2124
  • Overview

    THE CENTECH GROUP, Inc. (CENTECH®) is seeking a Tier III Service Desk Operator for execution of service desk activities in support of the U.S. Air Force Research Laboratory (AFRL) Rocket Lab Service Desk in support of the of the AF Advanced Research and Technology Enclave Management and Information Support (ARTEMIS-5) Services task. The person in this position will assist the service desk lead in successfully accomplishing the following: providing support for implementing, tracking, documenting, and reporting cybersecurity compliance; operating, maintaining, and implementing Information Assurance Vulnerability Management (IAVM) program for their assigned systems/assets; performing system monitoring for verification of hardware, software, and system resource integrity and availability. Other tasks include installing and configuring operating systems, applications, and patches; creating and maintaining automation scripts; creating, implementing, and verifying data backups; contributing to and maintaining system standards and baseline configuration information; performing regular security monitoring and auditing. The person in this position will ensure information assurance (IA) and IA-enabled software, hardware, and firmware comply with appropriate security configuration guidelines and/or have been explicitly granted written authorization for the variance from the Information System Security Manager (ISSM). They will create and/or maintain trusted baseline image for non-Windows operating systems and support Mac operating system X, and iOS.

     

    Responsibilities

    • Provide help desk (Tier III) at a location at the AFRL Rocket Lab
    • Insure all performance standards are met
    • Provide support for implementing, tracking, documenting, and reporting cybersecurity compliance
    • Operate, maintain, and implement IAVM program for their assigned systems/assets
    • Perform system monitoring for verification of hardware, software, and system resource integrity and availability.
    • Perform other tasks include installing and configuring operating systems, applications, and patches; creating and maintaining automation scripts; creating, implementing, and verifying data backups; contributing to and maintaining system standards and baseline configuration information; performing regular security monitoring and auditing
    • Ensure IA and IA-enabled software, hardware, and firmware comply with appropriate security configuration guidelines and/or have been explicitly granted written authorization for the variance from the ISSM
    • Create and/or maintain trusted baseline image for non-Windows operating systems
    • Support Mac OS X, and iOS
    • Operate and maintain a customer kiosk for AF Network (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 at the AFRL Rocket Lab
    • 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 concurrence from the Government, will convert incidents or requests whose complexity or workload magnitudes are of significant size to projects
    • 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 AF infrastructure service interruptions
    • Performs other duties as assigned

     

    Qualifications

    • Must possess a bachelor’s degree
    • Must possess a current Secret clearance as a minimum
    • Must possess a Help Desk Institute Support Center Analyst (HDI-SCA) certification, or higher (desired)
    • Must possess Information Technology Infrastructure Library (ITIL) Foundation v3 certification
    • 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 operating system (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 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 are 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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