About the role
Centurum is looking for a Electronics Technician Maintenance II (NMT Helpdesk) to support ISEA Helpdesk activities during the system upgrade fielding phase, including fielding calls or emails from customers and providing Tier 1 and Tier 2 Helpdesk distance support for troubleshooting efforts related to VRAM. Utilizing the NAVWAR Distance Support ITSM Consolidated Help Desk, the Technician will manage ticketing activities, ensuring adherence to service level agreements (SLAs) and maintaining regular communication with customers. Accurate records of support activities, including troubleshooting steps and resolutions, will be maintained, with updates to knowledge base articles across ITSM, HELEX, NAVY 311, and Remedy Helpdesk. The technician shall generate reports and maintain records, providing a Daily Status Report and Completion Report to document issues and troubleshooting efforts. Internal collaboration involves daily meetings, cross-training ISEA SMEs, and utilizing ITSM SIPR and NIPR environments for information sharing. The technician will support the transition of NIPR trouble tickets to the NESD/Helix platform, ensuring accurate data transfer and continued tracking. Performance monitoring includes attending monthly OIPT meetings to review metrics and contribute to service delivery improvements, ensuring ongoing support and minimizing disruptions for end-users.
DUTIES AND RESPONSIBILITIES Must have a high school diploma or its equivalent, and a completed apprenticeship and/or formal training in electronics general theory & practical applications; 3+ years of VRAM experience; familiar with operation, setup and communication within VRAM; follow written instructions, procedures, schematics, technical manuals or otherwise pre-established guidelines in order to troubleshoot/restore/configure settings in VRAM utilizing the following databases management tools: ITSM, HELEX, NAVY 311, and Remedy Helpdesk.
REQUIRED SKILLS/YEARS OF EXPERIENCE Prior knowledge working on the followings system is required: VRAM; Prior knowledge of working with one of the following databases/systems: ITSM, HELEX, NAVY 311, and Remedy Helpdesk; ability to perform all duties unsupervised.
Education: High School Diploma or equivalent Travel Required: 0% Work Location: San Diego, CA
This position is required to have and maintain a Secret US DoD security clearance.
PREFERRED SKILLS The Helpdesk Technician is desired to follow written instructions, procedures, schematics, technical manuals, or otherwise pre-established guidelines in-order-to adjust, align, troubleshoot and repair electronic equipment to the subsystem or line replaceable unit level. Knowledge of MS Office 365 and Excell along with Naval Messages desired.
REMARKS Must be able to communicate effectively in English, both verbally and in writing. Must be able to interface effectively with all levels of technical and management personnel.
Compensation: $44 - $52 an hour. Compensation for positions at Centurum vary depending on a wide range of factors including, but not limited to, location, responsibilities, skill set, and level of experience.
EOE M/F/Disability/Veteran
***When responding to this posting please reference job # SD26-131 Electronics Maintenance Technician II (NMT Helpdesk) SATCOM***