Intermediate Help Desk Technician Honolulu

Intermediate Help Desk Technician Honolulu

 

Job Description:

We will provide Command, Control, Communications, Computers and Information Management (C4IM) Service and Support for Mission Support Command (MSC).  With C4IM capabilities provide architecture and engineering of the MSC C4IM networks and associated systems. The C4IM service and support requirements consists of installing, operating, administering, and maintaining various network management and security monitoring systems, operating systems, and network application systems installed, maintained, monitored and/or coordinated on multiple networks PLWN, Korea LandWarNet (KLWN), Army Reserve Network (ARNET), and Retention/ Education/ Family (REF). We will extend ARNET, manage/administer PLWN and coordinate KLWN for all USAR units including Active Component (AC) units located at remote international sites. We will provide TIER II support and manage/administer ARNET for all Multi-Compo and USAR units within a certain area. We will adhere to Department of Defense Architectural Framework (DoDAF), Department of the Army (DA) and local command regulations, policies, standards and guidelines. The Contractor shall perform necessary tasks which fall into these broad functional areas: Architecture, Multi-domain Network Interoperability, Engineering, Integration, Installation, Testing, Program/Project Management, C4IM systems, Web Development Service Support, Cyber Security, COMSEC support, Telephone/VOIP, and Frequency/SATCOM Management. These broad areas do not represent sequential steps and may over-lap during execution.

 

Specific Responsibilities Include:

Service orders will be received via the G6 help desk trouble ticket system. The help desk will answer all service orders within two (2) working days and accomplish all actions as identified in the contract to restore services. Overriding prioritization of service orders will be determined by the COR as required.  Any service orders received outside of specified routine criteria shall be forwarded to the appropriate personnel, Network Operations (NETOPS). Restore systems or equipment to Full Mission Capability (FMC) status within two (2) working days upon notification. Notify the COR and Chief, NETOPS if the repairs cannot be accomplished within two (2) working days upon arriving onsite.  Upon repair/restoral the applicable work order will be closed.

 

Provide technical and troubleshooting assistance related to computer hardware and software, other technical tools and products.  Ability to communicate very well with both internal and external customers.  Ability to translate technical knowledge into actions.

 

Required Education, Skills, and Experience:

• 1-4 years of experience providing IT support services troubleshooting both hardware and software issues in mixed environments that include workstations & laptops (SIPR, NIPR, CENTRIX, STAMIS, etc.), servers, mobile devices and A/V equipment. Extensive working knowledge of Active Directory, OS delivery methods (Altiris Deployment Solution, SCCM, etc.), tiered Help Desk approach, work ticket tracking solutions (Altiris Help Desk, Remedy), networking support, and VTC support.

• IAT Level I
  
  

Preferred Education, Skills, and Experience:

• Experience in DISA, USARPAC, and USARC IT Tiered support services

• Extensive knowledge of Altiris Help desk Solution, Altiris Deployment

• Solution, and Altiris Software Delivery
  
  

Requirements:

• Currently have an active Secret Clearance

• Be Flexible

• Ability to travel as needed

• Availability for 24/7/365 as needed.