• Senior Service Desk Specialist (TS/SCI)

    Job Location US-TX-San Antonio
    Job ID
  • Overview

    THE CENTECH GROUP, Inc. (CENTECH®) is seeking a Senior Service Desk (Help Desk) Specialist to serve on the Communications Focal Point (CFP) team in support of U.S. Air Force (AF) Cryptologic and Cyber Systems Division mission centers, active duty military customers, Government civilians and tenants, and contractors. The person in this position 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 the ticketing system 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.

    Work location is Lackland Air Force Base (AFB), Texas and requires active Top Secret (TS)/Sensitive Compartmented Information (SCI) clearance.


    • Provide help desk and communications focal point services (Tier 0 and Tier 1) at a location of the Government’s direction
    • Verify video teleconference 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 four (4) years of experience or equivalent combination of education and experience
    • Must meet U.S. Department of Defense (DoD) 8570 certification eligibility reuqirements (e.g. Security+ CE or higher)
    • Must possess a current TS/SCI 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 personal computers (PCs), blades, keyboard, video 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 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

    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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