Entry Level Help Desk

Location: Bedford, MA
Date Posted: 10-16-2017
About Seneca Resources:
Seneca Resources is client driven provider of strategic Information Technology consulting services and Workforce Solutions to government and industry.  Seneca Resources is a leading IT services provider with offices in Reston, Virginia, Alabama and Columbia, Maryland that service clients throughout the United States.  The key to our success lies within our strong corporate culture which drives our business.  We challenge our staff through engaging work, and we reward our staff through competitive compensation, extensive professional training, and excellent opportunities for career advancement.  In turn, we look for only the best and brightest to join our team.
 
We are an Equal Opportunity Employer and value the benefits of diversity in our workplace.
 
Title: Entry Level Help Desk
Location: Hanscom AFB - Bedford, MA
Clearance Requirements: Active DOD Secret 
 
Overview
As part of a a tri-zone help desk team, handles daily maintenance and monitoring of managed hardware and software for Hanscom AFB clients and customers, both classified and unclassified systems

• Support client voice issues, to include analog, VoIP and SIP services 
Assists in workstation life-cycle rotations 
• Ensures team provides support for remote clients and users 
• Supports and complies with IT procedures for team and client usage
• Installs and configures systems in compliance with AFNet polices and asset management requirements
• Supports team in life cycle management of existing and new hardware inventory using standard desktop images and Enterprise client management tools to build, patch secure and deploy desktop computer systems to include computer peripheral equipment
• Prepares and processes Information Technology assets for resource re-utilization.
• Ensures workstations, peripherals, communications devices, and operating system/application software are properly configured for network operation, are on-line, and are available to users 
• Periodically reviews processes and procedures and client configurations for completeness, effectiveness and compliance with information assurance polices and DISA STIGs 
• Serves as the system troubleshooter, a critical role in keeping client systems operational
• Contacts the customer organization Point of Contact to coordinate hardware maintenance when necessary. 
• Implements software patches and security fixes. 
• Ensures all software installed on customer organization systems is appropriately licensed, authorized, and recorded in the base software license inventory. 
• Handle daily maintenance and monitoring of managed hardware and software
• Work daily phone shifts for IT support desk, provide premier customer service and IT assistance
• Assist in workstation and server life-cycle rotations
• Provide support to Hanscom network users for desktop computer, mobile computing devices, peripheral equipment, hardware and software-related errors, configuration and connectivity problems/issues, via telephone, email, and desk-side
• Take ownership of problems, meet contract ticket resolution metric timelines on a daily basis
• Respond to assigned Remedy work orders, resolving issues and documenting resolution details in the work order
• Prepare, image, and install desktop and laptop computer systems and computer peripheral equipment
• Prepare and process IT for resource reutilization.
 
SKILLS:
• Windows desktop operating systems (Windows 7/10) 
• Working knowledge of Microsoft Active Directory 
• Microsoft Office products (2010/2013 and Office 365 cloud applications)
• Working knowledge MS Sharepoint 
• Ability to resolve issues quickly and efficiently 
• Proficient with computer and server hardware 
• Strong troubleshooting skills 
• Strong willingness to learn, follow and lead when needed
• Strong customer service skills 
• Strong written and verbal communication skills
 
Education and Work Experience:
1-4 years of experience and education requirements for this slot as bid on BLITS • Valid up-to-date CompTIA Security certification a must before start date on contract, "lifetime certification in Sec+" is not valid for the DoD, must have intial Sec+ certification valid within three years or have maintained CompTIA membership and Continuing Education Credits.
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