Senior Help Desk Technician - SITEC
Location
Hilo, HI | United States
Job description
Titan Technologies, LLC (Titan) is seeking an experienced, self-directed, Senior Help Desk Technician to support the Special Operations Forces Information Technology Enterprise Contract (SITEC) III contract. As a member of our team, you will help to assist USSOCOM, Service Component Commands, Theater Special Operations Commands (TSOC), and deployed forces in the delivery of a full spectrum of Information Technology (IT) services to operate and maintain information flow, communications, and connectivity globally.
The Senior Help Desk technician provides daily supervision and direction to staff members who are responsible for support to users in the areas of electronic mail, account creation and maintenance, standard desktop applications, and applications developed and deployed by the Government. Senior Help Desk requires a strong understanding of voice and data communications, LAN/WAN equipment and operations, networking, network components, vendors, and points of contact for troubleshooting hardware, software, PC, and printer problems, as well as call center support for Government programs. The Senior Help Desk technician shall provide EOC Site/Local help desk services and act as the POC for creating, responding to, and resolving end user incidents. The Sr. Technician will coordinate Incident Reports and Service Request resolutions with the proper personnel at the various site locations, while tracking resolutions from initiation to conclusion on behalf of the end user.
Duties include but are not limited to: - Oversee helpdesk tickets creation within the IT Service Management (ITSM)
- Providing oversite and guidance with troubleshooting and repairing end user
- Providing oversite and guidance of installment and troubleshooting
- Providing oversite and guidance of staff reimaging
- Providing oversite and guidance of staff performing shared file access maintenance.
- Providing oversite and guidance of staff maintaining
- Providing oversite and guidance of staff creating
- Providing oversite and guidance of staff resetting CAC/Token
- Ensuring local registration authority capabilities are maintained.
- Overseeing information and tracking on IT Projects, ASIs, incidents, and changes that impact customers.
- Responsible for ensuring incidents are routed and/or escalated to the appropriate support
- Ensuring the escalation of tickets to other IT support groups and/or vendor support
- Some positions may require shift work and/or an ability to work a non-standard work schedule to support the USSOCOM mission
Required qualifications: - DoD 01-M IAT I certification is required
- 9+ years of experience, of which at least five years must be
- General experience includes background in information systems development, network operations, application performance in a client/server environment, or related fields.
- Specialized experience includes the management of helpdesks in a multi-user environment, a comprehensive understanding of PC operating systems, an in-depth knowledge of network and electronic mail operations, and prior supervision of help desk
- Must have a demonstrated ability to communicate exceptionally well both orally and in writing, as well as have a positive customer service attitude.
- High School and 11 years or BS and 2-4 years’ experience or MS and 0-2 years’ experience
Clearance: - Applicants selected will be subject to a security investigation and need to meet eligibility requirements for access to classified information; Clearance is required.
Company Description: Titan Technologies, LLC and our wholly owned subsidiaries, TelaForce, LLC and Titan Facilities, Inc., design, build, integrate, and manage innovative solutions and software applications. Our remarkable people, working collaboratively under a shared vision, have earned a reputation with our customers for delivering results with maximum impact. Sound intriguing? Consider Titan Technologies for the next step in your career journey and be part of an impactful team!
Titan is proud to be a Service Disabled Veteran Owned Business.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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