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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Sr. Help Desk Technician - **Company:** SUPER SYSTEMS INC - **Location:** Hanscom Air Force Base, MA, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Software Applications, VoIP, Microsoft Outlook, CompTIA Security+, Computer Maintenance, Microsoft Office, System Center Configuration Manager, Skype for Business, Windows Desktop, Software Licensing, Office365, Peripherals, DameWare, Hardware Infrastructure - **Published:** September 14, 2026 - **Apply:** https://www.clearancejobs.com/jobs/9161939/sr-help-desk-technician ## About the Role * Windows Desktop Operating Systems (Windows 10) * Working knowledge of Microsoft Active Directory * Microsoft Office Products (O365/2016) Teams, Skype for Business, Outlook * Ability to resolve issues quickly and efficiently to comply with metric requirements * Proficient with computer, network and server hardware * Strong troubleshooting skills on both hardware and software * Self-motivated to work on behalf of the customer, the contract and section performance * Ability to work in a team environment * Show a penchant to stay up to date with evolving processes and procedures for regular troubleshooting and repairs, * Secret Level DoD Security Clearance - required (ability to get clearance with waiver possible if background check shows potential) * CompTIA Security + certification - required (valid certification on day one of employment) * High School Diploma and 1 - 5 years of experience ## Description * 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 * As part of an enterprise help desk team, handles daily maintenance and monitoring of managed hardware and software for Hanscom AFB clients and customers, both classified and unclassified systems * Comply with all ticket and call center metrics (measured in daily reports) * Review tickets assigned daily and keep customers up to date on any and all changes * Support client voice issues, to include VoIP and SIP services * Staff "split / rotational" Client Service Center (Help Desk) phone shifts (coverage windows for phones run 730AM-430PM) depending on shift needs * Conducts troubleshooting and repairs over the phone remotely utilizing Dameware, and in the office when a customer is able to bring the device in, and on-site with the customer when needed. * Deliver quality timely customer service while also meeting contract threshold metrics for phone and ticket resolutions * Using Unit Software License Management procedures, 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 * Supports and complies with established IT procedures (team and client usage) * Support classified NSA Type-1 encryption operations - may include COMSEC key installation/coordination processes, device configurations and/or troubleshooting * 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 * Contacts the customer organization point of contact to coordinate hardware maintenance when necessary * Implements software patches and security fixes when it cannot be done using enterprise SCCM * Support expanded / related IT project efforts as/if directed * 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 ## Related Videos - [Crew Management System for Airlines: Plan duties for pilots & flight attendants worldwide](https://www.wearedevelopers.com/videos/1444-crew-management-system-for-airlines-plan-duties-for-pilots-flight-attendants-worldwide) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)