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IT Help Desk Representative

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Honolulu, United States Galapagos Federal Systems Full time

Job Title:

IT Help Desk Representative Senior -4829

Galapagos Federal Systems LLC is looking for an enthusiastic, well-qualified individual to fill the senior-level IT Help Desk Representative position and to join our team of qualified, diverse individuals.

As a Senior-level IT Help Desk Representative, you will assume a pivotal role as the workflow manager, guiding and supervising the daily operations of the IT help desk team. Your responsibilities extend to overseeing a team of help desk representatives, delivering advanced technical support, and ensuring the swift resolution of IT-related issues. Beyond day-to-day operations, you will actively contribute to refining and enhancing IT processes, mentor team members, and foster collaboration with other IT teams to elevate overall support and service delivery. Your expertise will be instrumental in maintaining a seamless and efficient IT help desk environment. Hold IAT Level I certification coupled with five years of adeptly managing Help Desk operations, demonstrating expertise in handling a comparable dollar value and complexity using a streamlined IT workflow process across multiple integrated systems Proactively resolve technical operational challenges for a diverse array of approximately 12,000 end-user devices, encompassing desktop computers, printers, scanners, fax machines, copiers, and decentralized healthcare systems Take charge of the Help Desk operations, ensuring seamless functionality from 0600 to 1800, five days a week (Monday - Friday) Lead the charge in the initial installation, implementation, and management of desktop computers, top-down application software, and commercial off-the-shelf software packages Drive the initial installation, deployment, and replacement of Voice over IP (VOIP) end-user instruments, collaborating with the TAMC Call manager system administrator for efficient configuration and deployment Expertly handle the configuration, deployment, and troubleshooting of mobile devices, including cell phones and tablets, adhering to DHA SOPs to guarantee stringent security settings and configurations Manage the configuration, deployment, and troubleshooting of TAMC's Pager Systems, involving the connection of Pagers EUD's to the computer-connected cradle for TAC code installation and configuring page groups on the Quick Page devices (TAMC has 2 Quick Page devices) Deliver exceptional support and personalized training to individual customers/users on basic desktop computer operations and application software on a case-by-case basis. Provide invaluable support to the Information Assurance staff, ensuring the achievement of Information Assurance Vulnerability Assessment (IAVA) compliance for both decentralized and central systems Thoroughly document work in current ticketing systems, consistently updating the status of open tickets on a weekly basis Effectively track and document all work not covered in the DHA (GSC) ticketing system in appropriate tracking systems Proactively follow up with customers who submit poorly rated customer surveys within 14 days, sending follow-up notes to the CHD lead for input into the DHA Ticketing system Contribute to TAMC's in-processing/out-processing activities involving IT, collaborating with Information Assurance (IA) and Systems Engineering branches to ensure compliance with policies and technical controls Offer services for the loan-out equipment closet, meticulously tracking equipment, notifying users of delinquencies, and reporting any items that are broken or lost Provide hands-on assistance to walk-in customers requiring IT support, including the acceptance and return of EUDs in need of repair and addressing various other IT issues SSCP or A+ CE or CCNA Security or Network+CE (required) CompTIA A+, CompTIA Network+, or ITIL are a plus (preferred) No Degree Required Medical, dental, vision, disability, and life insurance ~ Flexible Spending Accounts ~Tuition reimbursement ~ Paid federal holidays

Security Clearance

A high-level Department of Defense active security clearance may be required. Work may involve sitting or standing for extended periods of time and typing and reading from a computer screen. Headquartered in Hawaii, Galapagos Federal Systems, LLC is an SBA Certified Native Hawaiian Organization 8(a) Small Business specializing in global information technology and offering professional solutions in IT Design & Installation, Cybersecurity Engineering & Support, Application Integration & Development, Software & Hardware Engineering, Network & Systems Management, Information Systems Security, and Business Management Services.

Leveraging over 30 years of providing IT services to the federal & commercial market with projects found around the world, our team has innovative expertise in the development of a wide range of technological solutions. Our service commitment is simple - "Quality IT Solutions... Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Galapagos Federal Systems, LLC is an equal opportunity employer and does not discriminate against applicants based on race, color, creed, religion, medical condition, legally protected genetic information, national origin, sex (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status or legally protected characteristics.