Help Desk Specialist - Technician III - Camp

Nov 06 2017
Native Hawaiian Veterans, LLC |CAMP SMITH|Full Time
Job Description

Native Hawaiian Veterans, LLC is a Native Hawaiian Owned, Service Disabled Veterans Owned Small Business (SDVOSB), SDB, MBE, UDBE, and EEO/W/M/Vet/Disabled Company that provides services, solutions, and products in the areas of Homeland Security, Emergency Management, Information Technology, Communication Equipment, Professional Staff Augmentation, Environmental Response, Munitions and Explosives of Concern (MEC) Remediation, and Strategic Communications/Creative Services.

Our mission is to be a trusted partner earning customer loyalty while fostering growth and profitability for our Ohana and enriching our community.

We are seeking a Help Desk Specialist - Technician III to join our Ohana. This position will be located in Oahu at Camp Smith, Hawaii.


This position interfaces directly with supported end-users to provide advanced hardware, software, network, and applications problem resolution and will be an expert with industry standard desktop operating systems and office automation software suites. Incumbent will process calls for support via our online Help Desk Application, triaging support calls and working directly with the customer to remedy issues and assist with technical needs/requirements.  Successful candidates have exceptional customer service skills, attention to detail, and able to multitask in a fast paced and agile environment. The candidate must be willing to learn, have a positive attitude and know how to work with customers in tense situations.  The prospective employee will troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network including Active Directory/PC/Network Hardware, etc.  Technician will verify with the customer that the issue has been resolved and update the ticketing system, image and deploy computer assets, setup new employees, provide orientation, support printer services, provide remote support and troubleshooting, including assisting upper-tier support teams when needed.  This position is in support of a Department of Defense (DoD) organization OCONUS in Hawaii.

  • Must be able to communicate clearly and succinctly both written and verbal, and present products and ideas in a business-like manner.
  • Must be willing to work in dynamic fast paced environments that require team interaction and coordination of efforts.
  • This person shall comply with the Information Assurance Workforce Improvement Program (DoD Instruction 8570) and must possess the required Information Assurance (IA) baseline certifications commensurate with their assigned duty position as determined by the government.
  • Support and maintain in-house computer systems, desktops, and peripherals.  This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance.
  • Troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required
  • Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems
  • Evaluate, prioritize and respond to service requests with a resolution
  • Perform analysis and diagnosis of complex PC problems for end users, and recommend and implement solutions
  • Install, configure, test, maintain, monitor, and troubleshoot end user workstation software/hardware, networked peripheral devices, and networking software/hardware products
  • Develop and maintain an inventory of all IT assets including history of hardware failure, repair, installation and removal
  • Construct, install, and test customized configurations based on various platforms and operating systems
  • Monitor and test PC performance and provide statistics and reports
  • Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.
  • Maintain communications with end users to ensure systems continually meet business needs
  • Perform periodic system maintenance
  • Place and escalate vendor service calls when necessary to resolve hardware or software failures
  • Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations
  • Coordinate with end users and technical staff to implement and maintain systems that utilize industry best practices to meet business objectives, while maintaining the security and integrity of the data, system and network
  • Generate metrics, project status reports and operating status reports for management and team members
  • Provide guidance to less experienced personnel
  • Prepare, coordinate and support user training and documentation and provide technical assistance for post-implementation support issues
  • Provide service desk and technical support to users
  • Perform routine to moderately complex problem analysis and resolution design for systems and applications
  • Support, communicate, reinforce and defend the mission, values and culture of the organization
  • Maintain timely and accurate helpdesk records using the ticket management system
  • Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
  • Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
  • Protect organization's value by preserving the confidentiality of information

Education and Qualifications

  • Education or knowledge of the principles, methods, and techniques used in troubleshooting and support
  • Understanding of principles, methods, and techniques used in all phases of installation, administration and maintenance of IT and business systems and Commercial Off-the-shelf (COTS) applications
  • Experience with selection, planning and implementation for new IT and business systems two (2) to five (5) years of directly related experience in IT support
  • Strong verbal, written and interpersonal communication skills
  • Ability to work independently as well as cooperatively in a team-oriented environment
  • Ability to successfully interact with all levels of management, other IT professionals and end-users
  • Strong analytic and problem-solving skills
  • Is open and responsive to change and demonstrates a commitment to the process of continuous improvement by identifying and responding actively and with sensitivity to the needs of all customers
  • US Citizenship is required.
  • Candidates with an active clearance required.
  • Associate's Degree (Associates Degree in Business Administration, Management Information Systems, Mathematics, Industrial Technology, Computer Sciences, a related field, equivalent experience or associate level vendor certifications)
  • Five (5+) years applicable experience
  • Certification(s) CompTIA Security+ required

Only applicants that apply via our Employment Application will be considered.

 Native Hawaiian Veterans, LLC is an EOE/W/M/Vet/Disabled



For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.