Job Details

Help Desk Support Specialist/IT Certified Professional (Peal Harbor, HI)

• Under general supervision, provides second-tier support to end-users for PC, server, mainframe applications and hardware.
• Handles problems that the first-tier of help desk support is unable to resolve.
• May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.
• Maintains currency and a high level of technical skill in the field of expertise.
• Escalates more complex problems to Senior Level.
• Provides first contact and incident resolution to customers with hardware, software, and application problems. This includes both customer telephone support as well as electronically submitted requests.
• Performs systems administration of desktop systems connected to local and wide area networks. Provides desktop system management/maintenance responsibilities involving account monitoring, account creation, security, Operating System (OS) installation, and other local area system administration related functions.
• Monitors systems/networks in real-time NOSC environment and initiates fix actions or problem escalation to Tier II/Tier III admins.
• Provides support for implementation, troubleshooting, and maintenance of IT systems.
• Manages IT system infrastructure and any processes related to these systems.
• Provides support to IT systems including day-to-day operations, monitoring, and problem resolution for all of the client/server/storage/network/print devices, and mobile devices. Provides polite and friendly customer service.
• Attempts to resolve as many incidents during the first contact, or at Tier I/II. Efficiently escalates incidents to Tier III when required.
• Documents incident status and solutions in incident database tools.
• Possesses current working knowledge of computers, printers, laptops, and common Windows applications.
• Works through various types of Tier I issues with telephone assistance.
• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability.
• Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
• Possesses comprehensive knowledge of desktop operating systems and applications.

Requirements/Skill Set:

• Clearance Level: Must be able to maintain TS/SCI security clearance.
• Required Certifications: IAT II 8570/8140 Baseline Certification Security+ or equivalent.