Helpdesk Systems Administrator

Job Title: Helpdesk Systems Administrator

Location: Hanscom AFB, MA

Clearance: Secret

Program: CSS3

Company Description:

Centuria, a Service-Disabled Veteran-Owned Small Business (SDVOSB), has been delivering IT, Engineering, and Scientific solutions to the Federal Government since 2002. During our two decades of service, we have earned the trust and respect of our government clients for the simple reason that we have great people who are experts in their fields and take pride and ownership in everything they do.

The Washington Post has recognized Centuria Corporation as one of the top workplaces in the DC Metro area for 2024. This award celebrates nationally recognized companies that make the world a better place to work together by prioritizing a people-centered culture and giving employees a voice. The Top Workplaces USA award is based entirely on feedback from an employee engagement survey completed by the employees of participating workplaces. Centuria is honored to have been awarded this distinction. 

Program Description:

The Air Force’s Cyber Support Services 3 (CSS3) contract will primarily support the sustainment and technical refresh of existing base infrastructure IT equipment and other IT systems that fall outside the initial scope of Enterprise Information Technology as a Service (EITaaS). A key Government objective is ensuring that both vendor-based EITaaS systems and Air Force-managed systems operate within a unified information framework, utilizing common tools and processes whenever feasible. To facilitate this transition, the Government will assist the CSS3 Contractor in migrating legacy tools and processes to align with the new EITaaS framework.

Job Responsibilities:

·      Work with a team of technicians to man a weekday call center to provide Tier II support.

·      Cover a weekly on call 24/7/365 shift that includes answering a duty phone for all High / Critical tickets and responding to customers and managers within strict guidelines depending on severity.

·      Attend a shift open and shift close standup with the ARC Manager or designated technician.

·      Utilize BMC Remedy to annotate all work completed on projects and incidents that come through the helpdesk during shift and in a timely manner.

·      If Remedy is unavailable updates will be documented utilizing documented continuity operations.

·      Investigate, diagnose and resolve issues at the lowest level, forward tickets to/contact to TIER III techs, OEMs, venders, FERs and SMEs as needed.

·      Urgency and Impact will determine the prioritization of each incident; this will determine the reporting and resolution requirements.

·       This prioritization can be changed with organizational approval, and with justification being sent to and approved by the TIER I team.

·      Contacting of customers once incident is obtained by the team ranges from 30 minutes to 8 hours depending upon priority.

·      Technical resolutions must be identified in 1-3 days depending upon prioritization.

·      All priority 1 and 2 tickets will be reported to the ARC Manager immediately.

·      Utilize, Update, and Maintain the EITSM knowledge base to better provide self-help to customers and team members.

·      Document all delays outside of the teams control immediately.

·      Perform problem management tasks when assigned to find root cause when common symptoms are presented over numerous systems.

·      Coordination with obsolescence, purchasing, IA, ITF, Fielded SME, and Field Engineering teams may be required to perform tasks and maintain compliance.

Job Requirements:

·        Bachelor’s degree in related technical discipline, or MIS related field is preferred but not mandatory.

·        Active DoD Secret Clearance

·        IAT II Certification (CompTIA Security or equivalent)

·        ITIL v3 Certification or newer

·      3-5 years of experience in troubleshooting, investigating, diagnosing, and resolving IT incidents in an enterprise environment.

·      Experience in IT Customer Service to include phones, and emails.

·      Experience with ticketing systems and annotation of work completed.

·      Annotation of this work will also be incorporated in a knowledge base from time to time for future use by others.

·      Experience with the ITIL helpdesk methodologies.

·      Experience utilizing an ACD call center system.