Job Description:

IT Support Specialist

Overview

BlueWater Federal's team at Hanscom Air Force Base supports the mission needs of 66th Air Base Group providing efficient service delivery for critical infrastructure needs and capabilities to include Network, Voice, Server, Storage, SharePoint and Web. We are looking for IT Support Specialist to join our team.

Responsibilities

Complies with ticket procedures, creating tickets immediately when contact is made with the customer, updating tickets immediately after working on the issue, and reviewing the tickets assigned daily and keep customers up to date on all changes
• 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 VoIP and SIP services


• Conducts troubleshooting and repairs over the phone remotely utilizing Dameware, and in the office when a customer can bring the device in


• Install and troubleshoot authorized software for customers in a timely manner; ensures all software installed on customer organization systems is appropriately licensed, authorized, and recorded in the base software license inventory


• Support classified desktops / laptops which may be physical hardware based or virtualized desktop instantiations (VDI)


• 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


• Implements software patches and security fixes when it cannot be done using enterprise SCCM.


• Install, configure, and troubleshoot multi-function devices and printers


• Ensure all changes to devices are annotated in Equipment Custodian Asset Management System (ECAM) to include computer names, and IP information for printers


• Staff "split / rotational" Client Service Center (Help Desk) phone shifts depending on coverage needs

Qualifications

• Bachelor's degree desired or 3 years of IT experience


• Working knowledge of Microsoft Active Directory; Microsoft Office Products (O365/2016) Teams, Outlook


• Proficient with Windows Desktop Operating Systems (Windows 10)


• Proficient with computer, network, and server hardware


• Strong troubleshooting skills on both hardware and software


• Secret level DoD security clearance required.


• CompTIA Security + certification required.


• CompTIA A+, and CompTIA Network+ certifications desired


• ITIL certification desired

BlueWater Federal is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.