Help Desk Specialist (JNY)

Titan Technologies • Camp H M Smith, HI

9d • $104,000 - $120,000

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, and deployed forces receive IT services that maintain information flow, communications, and global connectivity.

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

Requirements

• A DoD TS/SCI clearance is required.
• Meet one of the stated education and relevant-experience combinations: high school diploma plus 6 years; associate’s degree plus 4 years; or bachelor’s degree plus 2 years.
• Comply with DoW 8140 under work role code 411 at the Intermediate level or higher. This may be met by a bachelor’s degree in an IT-related field and 6 or more years of relevant experience, or by meeting the applicable education/experience requirements and holding an approved certification: Security+, Certified Network Defender (CND), GIAC Foundational Cybersecurity Technologies (GFACT), or Foundational Security Certification (FSEC).
• General experience in information systems development, network operations, application performance in a client/server environment, or related fields.
• Specialized experience managing help desks 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 and maintain a 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.
• Perform shared file access maintenance.
• Maintain accounts and create tokens.
• Reset CAC/Token PINs.
• Maintain local registration authority capabilities.
• Provide information and tracking for IT projects, ASIs, incidents, and changes that affect 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 personnel at various site locations and track resolutions through completion.
• Provide EOC Site/Local help desk services and assist users with IT problems.

Benefits

• Compensation uplifts, including Cost of Living Allowance (COLA) and housing/BAH-equivalent allowances, subject to contract requirements and employee eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level