SCA - Help Desk Support Service Specialist Intermediate

Kiakahi•Warren, MI

3d•$19 - $24•Onsite

About The Position

Kiakahi, LLC has an immediate opening for a SCA - Help Desk Support Service Specialist Intermediate to join our rapidly growing team. Under general direction, 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 problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Maintains currency and highest level of technical skill in field of expertise. Essential Responsibilities and Duties (Not listed in order of importance; other duties may be assigned) and must be able to perform the following with minimal guidance: Provides Tier II support to users by researching, diagnosing, and resolving technical problems involving both business and IT related technical issues with end-user computer technology. Provide Local Touch Labor Services to include installation, troubleshooting, repairing, and software updates, security updates, vendor patches (service packs, service releases), etc., when electronic application means do not exist. Provide technical services in support of Army systems sustained regarding the networking, hardware and software security, configuration, other technical compliance requirements Research and recommend IT equipment and design methodologies to comply with new cyber requirements identified by DoD Assist in the analysis, troubleshooting, resolution technical issues to support unique system sustainment requirements Install and configure system software applications Computer literate and have knowledge of system connectivity, network operation, architecture, operating systems and databases. A working knowledge of IT terminology and security concepts is desired Ability to work with customers on the phone, troubleshooting issues and providing telephonic training to the customer Capability of analyzing system vulnerability analysis, providing detailed and accurate documentation on system remediation (have good speaking and writing skills) Assist with developing and validating functional and technical requirements and work effectively with the next higher level of help desk support (Tier III) Other duties as assigned

Requirements

Bachelor’s Degree in Computer Science, Information Technology, or related discipline preferred or have equivalent experience
Three to five years of experience performing Help Desk Support functions
Security+
A valid driver’s license with a clean driving record may be required
Occasional use of company vehicle while on work site
Ability to organize, prioritize and meet deadlines
Capable of conveying complex information in a simplistic manner
Strong critical thinking and problem-solving skills
Strong self-starter requiring minimal supervision
Able to take proactive measures to prevent problems rather than reactive by nature
Strong verbal and written communication to effectively express concepts, plans, and proposals
Position requires a Secret security clearance. Must be a US citizen.

Nice To Haves

Computer literate and have knowledge of system connectivity, network operation, architecture, operating systems and databases. A working knowledge of IT terminology and security concepts is desired

Responsibilities

Provides Tier II support to users by researching, diagnosing, and resolving technical problems involving both business and IT related technical issues with end-user computer technology.
Provide Local Touch Labor Services to include installation, troubleshooting, repairing, and software updates, security updates, vendor patches (service packs, service releases), etc., when electronic application means do not exist.
Provide technical services in support of Army systems sustained regarding the networking, hardware and software security, configuration, other technical compliance requirements
Research and recommend IT equipment and design methodologies to comply with new cyber requirements identified by DoD
Assist in the analysis, troubleshooting, resolution technical issues to support unique system sustainment requirements
Install and configure system software applications
Ability to work with customers on the phone, troubleshooting issues and providing telephonic training to the customer
Capability of analyzing system vulnerability analysis, providing detailed and accurate documentation on system remediation (have good speaking and writing skills)
Assist with developing and validating functional and technical requirements and work effectively with the next higher level of help desk support (Tier III)