Help Desk Specialist

3 weeks ago


Honolulu, Hawaii, United States Lucayan Technology Full time
Help Desk II

Lucayan Technology Solutions is seeking a highly skilled Help Desk II to support the Asia-Pacific Center for Security (APCSS) located in Honolulu, Hawaii.

Key Responsibilities:
  • Handle escalated issues from Level 1 Help Desk, including complex hardware, software, and network problems.
  • Perform in-depth troubleshooting and diagnostics to identify and resolve underlying issues.
  • Coordinate with third-party vendors and service providers for advanced support and warranty services.
  • Provide support for server and network infrastructure, including troubleshooting connectivity issues, server failures, and network performance problems.
  • Assist with the configuration and management of network devices such as routers, switches, and firewalls.
  • Monitor network performance and security, addressing issues as they arise.
  • Manage user accounts, including creation, modification, and deletion in Active Directory and other systems.
  • Assist with access control, permissions, and security group assignments to ensure proper access levels for users.
  • Resolve complex login issues and perform password resets for higher-level systems and applications.
  • Provide advanced support for enterprise software applications, including installation, configuration, and troubleshooting.
  • Assist with software updates, patches, and upgrades to ensure compatibility and security.
  • Work with application owners to address performance issues and improve user experience.
  • Provide advanced technical support during events to ensure smooth operation of IT systems and connectivity.
  • Troubleshoot and resolve any IT issues that arise during events to minimize disruptions.
  • Assist with the setup and configuration of specialized equipment required for events.
  • Create and maintain detailed documentation for complex issues, solutions, and procedures.
  • Develop and update knowledge base articles to assist Level 1 Help Desk and end-users.
  • Document system configurations, changes, and troubleshooting steps for future reference.
  • Provide training and mentorship to Level 1 Help Desk staff, helping them develop their technical skills and knowledge.
  • Conduct regular knowledge-sharing sessions and workshops to keep the team updated on new technologies and procedures.
  • Participate in incident management processes, ensuring timely resolution of critical issues and minimizing downtime.
  • Conduct root cause analysis for recurring problems and implement permanent solutions to prevent future occurrences.
  • Collaborate with other IT teams and departments to address cross-functional issues and improve overall IT service quality.
  • Monitor help desk performance metrics, such as ticket resolution times, user satisfaction, and system uptime.
  • Generate detailed reports on help desk activities, identifying trends and areas for improvement.
  • Provide recommendations for process improvements and technology enhancements based on performance data.
Requirements:
  • Minimum of 3 years of experience in IT support, with focus on advanced troubleshooting.
  • In-depth knowledge of IT systems, networks, and troubleshooting techniques.
  • Information Assurance Technician (IAT) Level II Certification.
  • Ability to handle escalated issues and provide mentoring to Level 1 personnel.
  • Experience with IT Service Management platforms.
Clearance:

Secret


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