Vision IT is a fast growing, woman-owned business that's
supported DoD and Federal Sector IT initiatives for two
decades. We work side-by-side with our clients as a trusted,
long-term partner offering innovative consultation and leadership
to solve their most pressing and complex problems. We orchestrate
people, strategies, technologies and best-of-breed business
Vision IT seeks the services of a Help Desk Manager in
support of Cyber Defense Activities for our Ft Shafter Flats,
Responsibilities May Include (but are not limited
to) the following:
Manage a Help Desk team to Help Desk personnel shall provide
expert Tier-1 and Tier-2 C4IM system and network troubleshooting
service, Authorized Service Interruption (ASI) management, and
security incident response during a 0800 -1700 work day and on call
Operate a customer service ITIL-based help desk to support
approximately 2,097 users and 1,877 workstations/ laptops
throughout the 9th MSC and USAR Pacific.
Document service delivery procedures in Technical Support
Receive prioritize, delegate, manage, respond to and resolve
user service requests.
Create/Manage user accounts in Active Directory.
Create/Manager workstation accounts in Active Directory.
Image and configure new and existing workstations.
Support Life-Cycle Management IOM workstations at multiple
Submit a log with COMSTAT and include trouble ticket status
Maintain a centralized database in Remedy Ticketing System for
the Government to track and manage: trouble tickets categorized by
routine, emergency, and GO service orders, configuration baselines
on existing systems, warranty information, logs of each task, mean
times between failures (MTBF), and life cycle management of the
equipment. The contents of this database shall be provided in the
form of a report on a monthly basis.
Maintain copies of all design, schematics, and passwords and
provide upon request.
Required Education, Experience, Clearance and
8+ year experience providing IT support services,
troubleshooting both hardware and software, utilizing tiers Help
Desk approach, work ticket tracking solutions (Altiris Help Desk,
Remedy). Extensive help desk personnel management experience
ensuring high service level agreement (SLA). Experience
troubleshooting in mixed environments (SIPR, NIPR, CENTRIX, STAMIS,
etc.), servers, mobile devices, A/V equipment, Active Directory.
Extensive working knowledge of OS delivery methods (Altiris DM,
SCCM etc.), USARC specific applications servers (RCAS, RLAS, DMO),
and troubleshooting command specific applications (ITRS, iPerms,
Active DoD Secret Security Clearance.
Desired Education, Experience and Certifications:
Experience in DISA, USAPAC, and USARC IT Tierd Support
Extensive knowledge of Remedy Ticketing System and SCCM.
Vision IT provides equal employment opportunities (EEO) to all
employees and applicants for employment without regard to race,
color, religion, sex, national origin, age, disability or genetics.
In addition to federal law requirements, Vision IT complies with
applicable state and local laws governing nondiscrimination in
employment in every location in which the company has facilities.
This policy applies to all terms and conditions of employment,
including recruiting, hiring, placement, promotion, termination,
layoff, recall, transfer, leaves of absence, compensation and
Vision IT expressly prohibits any form of workplace harassment
based on race, color, religion, gender, sexual orientation, gender
identity or expression, national origin, age, genetic information,
disability, or veteran status. Improper interference with the
ability of Vision IT's employees to perform their job duties may
result in discipline up to and including discharge.
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