-
ID
#13521716 -
Job type
Permanent -
Salary
TBD -
Source
Honu Services -
Date
2021-05-18 -
Deadline
2021-07-17
Help Desk Specialist (Senior)
Hawaii, Pearlharbor, 96860 Pearlharbor USAPermanent
Vacancy expired!
- Provides situational awareness of network / system outages, prioritization of work in accordance with ITIL best practices, communicating with people from across the DoD, and assisting users with a variety of network hardware and software related issues.
- Responsibilities include, but are not limited to: Creating, modifying, and escalating Incidents / tickets; translating user requests into a logical format for use by RCC-C technical analysts in troubleshooting.
- Resolving and escalating Incidents / tickets in accordance with documented procedures.
- Performing quality assurance follow-up with customer / end users
- Complies with documented processes and procedures. Works with shift leads to ensure all shift responsibilities are completed.
- Provides reporting as needed.
- Ability to maintain a professional demeanor with our military, civilian, and contractor customers.
- Exhibit highly self-motivated, punctual, goal driven, and task-oriented traits and communicate well both verbally and in writing.
- Mentors and leads junior specialists.
- Maintains currency and high level of technical skill in field of expertise.
- Recommends systems modifications to reduce user problems.
- Bachelor's Degree in Computer Science, Information Technology, or related discipline. Relevant work experience and training may be considered in lieu of a degree, like Office of Personnel Management's (OPM) Crediting Combinations of Education and Experience standard
- 5-10 Years demonstrated/practical hands-on experience in Help Desk operations including: incident management, diagnosis, troubleshooting, tracking, escalation and resolution for hardware and software issues relating to computers, laptops, mobile devices, and related peripherals.
- Experience with Help Desk software application Remedy or similar applications
- Employee must possess and maintain IA computing environment certifications and access levels in accordance with DoD Directives (DoDD) 8140/8570.01-M and BBP 05-PR-M0002. IA certification and access levels vary depending on the functional category the employee is performing in and are in accordance with USARCC-C PWS Table 2 Information Technology Access and IA Certification Requirements
- 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.
Vacancy expired!
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