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Help Desk Manager

Company: Vision Information Technology Consultants LLC
Location: Honolulu
Posted on: September 13, 2020

Job Description:

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 processes.

Vision IT seeks the services of a Help Desk Manager in support of Cyber Defense Activities for our Ft Shafter Flats, HI client.

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 24/7/365.

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 SOP

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.

Install/configure software.

Support Life-Cycle Management IOM workstations at multiple locations.

Submit a log with COMSTAT and include trouble ticket status reports.

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 Certification(s):

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, DTS).

Active DoD Secret Security Clearance.

Desired Education, Experience and Certifications:

Experience in DISA, USAPAC, and USARC IT Tierd Support Services.

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 training.

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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Keywords: Vision Information Technology Consultants LLC, Honolulu , Help Desk Manager, Other , Honolulu, Hawaii

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