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Help Desk Technician

1 month ago

Hilo, United States Castalia Systems Full time
Job Type: Full-Time, Part-Time

Clearance: Secret

Must be a U.S. Citizen

Benefits: Medical, dental, and vision coverage, 401k matching, generous PTO, paid holidays, professional training opportunities, and even pet insurance to ensure your furry friends are cared for too.

Job Summary

A Help Desk Technician will serve as a technical expert in Command and Control, Communications, and Cyber (C4) support, offering Tier 1 troubleshooting assistance for HQ executive community members and Flag/General (FOGO) communications. This role encompasses providing communication solutions, distinguished visitor support, and command-level special event assistance. Reporting on outages affecting HQ, FOGO, and Joint Operations Center (JOC) operations is also a crucial aspect of the position. As part of the help desk team, the contractor contributes to managing the customer service desk, ensuring a single point of contact for all ADP (Automated Data Processing) hardware, software, and networking issues.

Roles and Responsibilities

A qualified candidate will perform the following duties and responsibilities, but are not limited to:
  • Provide secure and non-secure communications capabilities for FOGOs, HQ Staff, and the PACOM area of responsibility.
  • Supervise the installation of information systems in offices and quarters.
  • Serve as a liaison to identify, escalate, and report issues to external organizations such as the Navy Marine Corps Intranet, Defense Information Systems Agency Network Operations Center, and Mission Partner Environment (MPE).
  • Manage the supporting service desk tool based on ITIL (Information Technology Infrastructure Library) constructs.
  • Handle incident management, service requests, problem management, access management, and event management.
  • Possess basic IT concepts, principles, and methods to analyze and provide solutions to complex problems related to Service Desk operations.
  • Have a comprehensive understanding of computer hardware, software, and capabilities to address customer concerns and inquiries effectively.
  • Maintain in-depth knowledge of software, hardware, programming, and networking capabilities.
  • Stay updated on system updates and their interconnected functions to support daily operations of customer organizations.
  • Communicate technical information both orally and in writing to HQ staff with varying levels of IT understanding.
  • Perform LRA duties following DoD Registration Statement (RPS) and USPACOM Standard Operating Procedures.
  • Provide the COR-appointed Technical Assistant (TA) with a Monthly Status Report (MSR) including a list of accomplishments, task issues, areas requiring government action, and other relevant information.
Knowledge and Skills
  • Experience using Microsoft Office tools (Word, PowerPoint, Excel, and Outlook).
  • Basic level skills in System Administration and Active Directory.
Education
  • High School Diploma.
  • Minimum High School Diploma.
  • At least 2+ years of experience in Service Desk or Help Desk support with basic troubleshooting skills in hardware, software, and network topologies.
  • IAW DoD 8570.01-M, must meet IAM I minimum qualifications.
  • IAM-II Certification.
Preferred Certifications:
  • CISM
  • CISSP (OR ASSOCIATE)
  • GSLC
  • CCISO
  • CAP
  • CASP+ CE
  • HCISSP
  • CND
  • CLOUD+
  • SECURITY+ CE
Physical Requirements/Work Environment
  • Typical office environment.
Travel
  • Not required.

Company Description

Castalia Systems is a proven business partner providing mission critical solutions to the Federal Government. We provide cutting edge solutions from Securing and Managing Data to Systems Engineering and Development. Castalia Systems is a pioneer in Artificial Intelligence Design and Application.

With our vast knowledge of our customers needs and relevant technology, our team is able to bring successful solutions to every mission. We are one-upping our competitors by providing premium IT solutions and platforms with a cutting edge technology so it's so evident when you compare us with anyone.

Disclaimer

Castalia Systems is an equal employment opportunity and affirmative action employer and strives to comply with all applicable laws prohibiting discrimination based on race, color, creed, sex, sexual orientation, age, national origin, or ancestry, physical or mental disability, veteran status, marital status, HIV-positive status, as well as any other category protected by federal, state, or local laws. All such discrimination is unlawful, and all persons involved in the operations of the company are prohibited from engaging in this type of conduct.