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3016 - Technical Support Specialist

2 hours ago

Norfolk, Virginia, United States Alakaʻi Services and Poe'hana Group, Inc. Full time

Job Description

Provide IT/help desk support across enterprise environments, troubleshooting systems/network issues, supporting end users, tracking incidents, and maintaining SOPs.

Key Responsibilities

  • Deliver help desk/IT support; troubleshoot network and system issues; support remote access.
  • Use common network tools (ping, traceroute, nslookup) and OS command line (ipconfig, netstat).
  • Apply security awareness: classification/compromise procedures, incident management processes, and data protection standards (PII/PCI/PHI).
  • Perform incident tracking and solution database management; utilize trouble ticketing systems to document incidents/problems/events.
  • Develop/maintain SOPs; support customer service and technical training delivery.

Qualifications (Citizenship, Education, Experience, Skills)

  • Experience: 2+ years related experience in industry, federal, or DoD IT/Help Desk support.
  • Skills: Networking fundamentals, IAM/PKI awareness, remote access, service desk best practices, incident analysis/trending, and strong communication/customer service.

Required DoD Systems, Tools, and Framework Experience

  • Office tools: Ability to document work clearly (incident/problem/event documentation) and maintain SOPs.
  • Scheduling/Tracking systems: Trouble ticketing system utilization plus incident tracking/solution database management.
  • Security/Information handling: Knowledge of information classification, compromise procedures, incident management processes, and handling data standards (PII/PCI/PHI).