IT Help Desk/Customer Service

Role: IT Help Desk / Customer Support Specialist

Location: Honolulu, HI

Education/Certifications: BA/BS (AA accepted with additional years of experience); CE certs (A+ or Windows 10/higher preferred); IAT Level I (A+ or Security+ preferred)

Years of Experience: 5+ years of experience as IT Customer Support Technician within past 10 years (7+ years of experience required with AA degree)

Clearance Level & Investigation: Secret/T3

IA Cert Level (DoD 8570.01): Minimum IAT Level I (A+ or Security+ preferred)

Computing Environment Certifications: Required within 6 months of start; A+ or MS Windows 10 or higher (MD-100/MD-101) preferred

Job Description:

Provide services for tier II, intermediate-level IT customer support and help desk services to Customer HQ staff and collocated organizations as required. Services include help desk operations and tier II customer service support for End User Devices (EUDs) and accounts, including computers, mobile tablets/phones/hotspots, telephone, and Video Teleconference (VTC) systems, both on unclassified (NIPRNet) and classified (SIPRNet) networks.

Qualifications:

• Must demonstrate a minimum of 5 years of experience (with a BA/BS) or minimum of 7 years of experience (with an AA), within the past 10 years, working as an IT Customer Support Technician.
• Must be able to provide tier II troubleshooting support to end users for computer, application and hardware that Tier I (Enterprise Service Desk) is unable to resolve.
• Must possess and maintain an Information Assurance Technician (IAT) Level I (or higher) professional certification throughout life of program (A+ or Security+ preferred; will also accept Network+, CCNA Security, SSCP, CySA+, GICSP, GSEC, CASP+ CE, CCNP Security, CISA, CISSP (or Associate), GCED, or GCIH.) 
• Requires a Secret clearance with a favorable T3 investigation.
• Requires completion of a Computer Environment (CE) certification within 6 months of start date (A+ or MS Windows 10 or higher [Exam MD-100 and MD-101] preferred)

Responsibilities:

• Attend, operate, and manage Customer Help Desk from 0800 to 1600, Monday through Friday (5 days per week), except holidays.
• Provide IT-related in-processing/out-processing activities for personnel (e.g., account establishment activities or EUD issuance/retrieval), service walk-in customers requiring IT assistance (e.g., documenting issue as ticket or resolving if possible), and manage ticket queue.
• Deploy new and replacement End User Devices (EUDs), to include initial imaging, installation, deployment and management of computers, application software, and COTS software packages.
• Document EUD deployments in designated ticketing system.
• Ensure EUDs fully compliant with IA and top-down directed controls to include, but not limited to, Antivirus, Data at Rest, Host Based Security System, Microsoft Endpoint Configuration Manager, and other clients, agents, or settings.
• Document IA compliance checks in ticketing system.
• Create associated Active Directory accounts and application of security groups for new equipment.
• Support necessary connections and setup (e.g., connections to docking stations, monitors, network, VOIP, cameras, etc.).
• Provide technical and administrative support for disposal of IT equipment determined to be obsolete. 
• Perform data transfer, wiping, labeling, documenting, tracking and disposal of IT equipment.
• Remove associated Active Directory accounts for retired equipment.
• Document work in current IT-work ticketing system, update status of open tickets on weekly basis (within 7 calendar days), resolve tickets for work completed, and update pending ticket based on estimated completion date; if unable to resolve within 7 calendar days, update tickets at 7-day mark and then at minimum of weekly thereafter.
• Provide workflow management support for helpdesk (review, assign, and distribute IT-work tickets in queues maintained by Customer). 
• Update and maintain relevance and accuracy of Knowledge Bases and SOPs in ticketing system.
• Review, redirect, and remediate misrouted tickets by reviewing KBs, submitting Quality Assurance tickets to enterprise help desk (Global Service Center [GSC]), and work with various IT organizations on ticket workflow.
• Provide weekly project and work updates, and attend and participate in IT weekly status update meeting.
• Provide Tier II, IT customer support services for Customer Headquarters in Hawaii (onsite) and Washington (remotely from Hawaii). 
• Resolve technical operational problems for approximately 100 users / 150-200 EUDs (for example, laptop computers, mobile devices [phones/tablets], and printers) in coordination with existing civilian technicians and tier I-III external IT service providers; restore operability to systems and escalate problems for resolution to appropriate help desk when required; provide support and training to individual customers/users on basic desktop computer operations and application software as required to resolve ticket.
• Document work in current IT-work ticketing system, update status of open tickets on weekly basis (within 7 calendar days), resolve tickets for work completed, and update pending ticket based on estimated completion date; if unable to resolve ticket within 7 calendar days, update tickets at 7-day mark and then at minimum of weekly thereafter.
• For high priority tickets, respond to customer immediately within same business day and resolve or identify resolution as soon as possible (within 3 business days, or IAW approval from Government chief) from initial ticket/call.
• For medium priority tickets, respond to customer within 2 business days and resolve or identify resolution within 7 business days (or IAW approval from government chief).
• For low priority tickets, provide same day to 10 business days response time.
• Provide basic, tier I VTC troubleshooting as required.
• Coordinate with Government IT lead, or submit trouble tickets and coordinate with supporting organizations, to resolve technical operational problems for VTC support that exceeds Tier I troubleshooting.
• Support Cybersecurity staff with IA Vulnerability Assessment (IAVA) compliance and remediation/mitigation as identified by Government staff. 
• Provide day to day personnel management of contractor staff; ensure that services are completed at individual level; manage disputes, HR issues, and concerns by and with contract staff; provide immediate response/resolution should any personnel issues affect job environment; provide plan within 2 business days to resolve unacceptable performance standards or customer complaints.
• Notify Government of absences that may impact services prior to absence occurring; provide mitigation plan to address long term absence of contractor staff that may impact services provided to Government.
• Responsible for coordinating in- and out-processing of employees, providing all required employee information to Government for processing of badges and network access in the facility, and ensuring certifications requirements are collected, tracked, and presented to Government for all employees; provide security clearance validation documents as required by the government.
• Validate compliance with organization in- and out-processing checklists and collect all badge identification, keys and government furnished equipment prior to employee departure.