Help Desk Specialist (JNY)

Titan Technologies Career • Camp H M Smith, HI

9d

About The Position

Titan Technologies, LLC is seeking an experienced, self-directed Help Desk Specialist to support the Special Operations Forces Information Technology Enterprise Contract (SITEC) III. The role helps USSOCOM, Service Component Commands, Theater Special Operations Commands (TSOCs), and deployed forces receive IT services that maintain information flow, communications, and global connectivity.

The Help Desk supports users in resolving problems through help desk tools. Support may include electronic mail, account creation and maintenance, standard desktop applications, and Government-developed applications. The Specialist provides EOC Site/Local help desk services and serves as the point of contact for creating, responding to, and resolving end-user incidents. The role coordinates incident reports and service-request resolutions with personnel at various sites and tracks resolutions from initiation through conclusion on behalf of end users.

The position requires a DoD TS/SCI clearance and applicable education, experience, and DoD 8140 qualifications. Total annual compensation is approximately $104,000–$120,000, with eligibility for additional compensation uplifts, including COLA and housing/BAH-equivalent allowances, subject to contract requirements and employee eligibility.

Requirements

• A DoD TS/SCI clearance is required.
• Meet one of the stated education and experience pathways: High School Diploma plus 6 years of relevant experience; Associate’s Degree plus 4 years; Bachelor’s Degree plus 2 years; or compliance with DoW 8140 under work role code 411 at Intermediate level or higher.
• Meet DoD 8140 requirements by either possessing a Bachelor’s Degree in an IT-related field with 8 or more years of relevant experience, or meeting an applicable education/experience pathway and holding an approved certification.
• Relevant experience may include information systems development, network operations, application performance in a client/server environment, or related fields.
• Specialized experience includes help desk management in a multi-user environment, comprehensive understanding of PC operating systems, working knowledge of network and electronic mail operations, and prior supervision of help desk employees.
• Demonstrated ability to communicate well orally and in writing.
• Positive customer service attitude.

Responsibilities

• Create tickets in the IT Service Management (ITSM) tool.
• Troubleshoot and repair end-user devices.
• Install and troubleshoot software.
• Re-image hardware.
• Maintain shared-file access.
• Maintain accounts.
• Create tokens.
• Reset CAC/token PINs.
• Maintain local registration authority capabilities.
• Provide information and tracking on IT projects, ASIs, incidents, and changes that impact customers.
• Ensure incidents are routed or escalated to the appropriate support group.
• Escalate tickets to other IT support groups or vendor support.
• Coordinate incident reports and service-request resolutions with appropriate personnel at site locations.
• Track incident and service-request resolutions from initiation through conclusion on behalf of end users.
• Provide help desk support to users, including support for email, accounts, desktop applications, and Government-developed applications.

Benefits

• Cost of Living Allowance (COLA) and housing/BAH-equivalent allowances may be available as compensation uplifts, subject to contract requirements and employee eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED