Help Desk Support Specialist

2 weeks ago

Port Hueneme, United States Sohum Systems Full time

**Job Summary**:
Sohum Systems is seeking a Help Desk Specialist to support the NAVFAC Information Technology Center (NITC), 24 x 7x 365 on-site operations desk located in Port Hueneme, CA. The Help Desk Specialist is responsible for providing technical assistance and support to end-users, ensuring prompt and effective problem resolution. This position plays a crucial role in maintaining, reviewing, disseminating information to NAVFAC CIO Help Desks and Worldwide customers, and recommend improvements to existing procedures.

**Key Responsibilities**:

- Receive, escalate and or resolve incidents as appropriate and document incidents in the Customer Service Desk designated support tracking system (STS) or other Government ticketing
- Provide up-to-date status and information, participate in events and incidents, and advise NAVFAC NITC Help Desk and worldwide customers of events and incidents that effect
- Analyze, provide detailed documentation, escalate, coordinate, follow-up, and closeout incidents for the NAVFAC/NITC Enterprise Helpdesk using the designated incident tracking system (STS).
- Documented procedures reviewed and updated annually and as required due to changes or the addition of new procedures per the record of
- Monitor facility environmental controls (security, fire, power, HVAC and water detection), initiating actions to resolve control alarms/alerts, and providing facility assistance as needed.

**Job Duties**:

- User Support:

- Diagnose and troubleshoot hardware, software, and network-related issues.
- Guide users through step-by-step solutions and document problem resolution steps.
- Ticket Management:

- Utilize a ticketing system to log, prioritize, and track support requests.
- Ensure timely resolution of open tickets and escalate issues as needed.
- Maintain accurate and up-to-date records of support interactions.
- Hardware and Software Maintenance:

- Install, configure, and upgrade hardware and software components.
- Collaborate with vendors to resolve issues and coordinate repairs.
- Conduct routine maintenance activities to ensure optimal system performance.
- User Training:

- Provide basic training to end-users on software and hardware usage.
- Create and update user documentation to facilitate self-help.
- Security and Compliance:

- Implement and enforce IT security policies and procedures.
- Stay informed about cybersecurity threats and assist in educating users.
- Ensure compliance with relevant regulations and standards.
- Collaboration:

- Collaborate with other IT team members to resolve complex issues.
- Communicate effectively with users and team members to facilitate problem resolution.
- Continuous Improvement:

- Identify recurring issues and recommend improvements to prevent future incidents.
- Stay current with industry trends and technologies to enhance support capabilities.

**Qualifications**:

- High School Diploma
- Previous experience in a help desk or technical support role is desirable but not required.
- Familiarity in troubleshooting Windows and/or macOS environments.
- Familiarity with networking concepts and protocols.
- Experience with remote desktop support tools.
- Must be eligible for a Secret Clearance
- CompTIA Security+ Certification or ability to obtain within 45 days of hiring

**Certifications**: Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent are a plus.

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