Telephone Applications Support V

Kaihonua-posted 13 days ago

$65,000 - $75,000/Yr

Full-time • Mid Level

Killeen, TX

51-100 employees

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Kai Honua LLC has an immediate opening immediate opening for a Telephone Applications Support V position. The candidate assesses and troubleshoots computer support problems and applies understanding of computer software and hardware products and services to resolve problems of users. The service desk representative provides assistance to users and organizations using computer software or equipment. Properly diagnose problems and guide users through problem resolution. Set up, image or repair computer equipment and related devices. Train users to utilize new computer hardware or software, including printing, installation, word processing, and email. Respond to phone, web, fax and email requests for assistance using remote tools and automated trouble ticketing system. Make site visits to provide touch labor. Provides account management.

Provides Tier V support to users by researching, diagnosing, and resolving technical problems involving both business and IT related technical issues with end-user computer technology.
Installs approved software within regular business hours.
Prepare software using provided software package utility for deployment.
Electronically "push" software, software updates, security updates, vendor patches (service packs, service releases), etc. to end user devices.
Update 100% of affected available devices in accordance with the timelines established within the request.
Assist users in identifying service requirements and developing appropriate technical specifications that are consistent with user needs.
Provide advice on automating functions, integrating requirements with existing capabilities, communication requirements, control and administration of systems, types of information management systems, operating systems, equipment, and infrastructure compatibility.
Provide users with recommendations on approved equipment and software.
Issue, maintain, and delete end-user accounts
Provide configuration of end user and network devices to include computers, printers, laptops, scanners, PDAs, and other hardware.
Install new computers per the NEC Life Cycle Replacement Policy
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.
Other duties as assigned.

High school/GED
4+ years of experience performing PC maintenance functions preferred
Must possess and maintain an IT I level certification IAW AR 25-2 and an IAT II certification IAW DoD 8570.01-M
MS Desktop Support Technician or equivalent certification preferred
Experience and training with Automated Call Distribution (ACD) software, T-Metrics, Unique CAIRS, and Consortium Bridge software
Have experience with the NIPRNET connection process and accreditation
Understanding, training, and experience with MS SQL database software
Experience and training with CISCO Voice over Internet Protocol (VoIP); and network telephony architecture
Cisco Unified Communication Manager for VOIP
Experience with the RMF process and eMASS application
Must have solid knowledge of information security principles and practices, as well as an advanced understanding of security protocols and standards.
Must have solid knowledge of information security principles and practices, as well as an advanced understanding of security protocols and standards.
Extensive knowledge of Applications
Extensive knowledge of PC Software, Operating Systems/Windows 7, MS Office applications with strong Excel skills, Outlook and Internet Browser.
General knowledge of Windows technology and TCP/IP networking
Inside plant experience working on telephone systems
Must be a U.S. citizen
Secret clearance required from DoD.

Citrix and virtualization knowledge a plus

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