JOB SUMMARY

KaiHonua, LLC has an immediate opening for a Help Desk Support Service Specialist Intermediate to join our rapidly growing team. Under general direction, provides second-tier support to end-users for PC, server, mainframe applications, and hardware. Handles problems that the first-tier of help desk support is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Maintains currency and highest level of technical skill in field of expertise.

Essential Responsibilities and Duties (Not listed in order of importance; other duties may be assigned) and must be able to perform the following with minimal guidance:

• Provides Tier II support to users by researching, diagnosing, and resolving technical problems involving both business and IT related technical issues with end-user computer technology.
• Provide Local Touch Labor Services to include installation, troubleshooting, repairing, and software updates, security updates, vendor patches (service packs, service releases), etc., when electronic application means do not exist.
• Provide technical services in support of Army systems sustained regarding the networking, hardware and software security, configuration, other technical compliance requirements
• Research and recommend IT equipment and design methodologies to comply with new cyber requirements identified by DoD
• Assist in the analysis, troubleshooting, resolution technical issues to support unique system sustainment requirements
• Install and configure system software applications
• Computer literate and have knowledge of system connectivity, network operation, architecture, operating systems and databases. A working knowledge of IT terminology and security concepts is desired
• Ability to work with customers on the phone, troubleshooting issues and providing telephonic training to the customer
• Capability of analyzing system vulnerability analysis, providing detailed and accurate documentation on system remediation (have good speaking and writing skills)
• Assist with developing and validating functional and technical requirements and work effectively with the next higher level of help desk support (Tier III)
• Other duties as assigned

Compensation Minimum: $23.44
Compensation Maximum: $23.44
Job Requirements:

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION/EXPERIENCE/CERTIFICATIONS

• Bachelor’s Degree in Computer Science, Information Technology, or related discipline preferred or have equivalent experience
• Three to 5 years of experience performing Help Desk Support functions preferred
• GFACT or CND or Security+ or GSEC

ABILITIES

• Ability to organize, prioritize and meet deadlines
• Capable of conveying complex information in a simplistic manner
• Strong critical thinking and problem-solving skills
• Strong self-starter requiring minimal supervision
• Able to take proactive measures to prevent problems rather than reactive by nature
• Strong verbal and written communication to effectively express concepts, plans, and proposals

PHYSICAL REQUIREMENTS

Work may involve sitting or standing for extended periods of time. Position may require typing and reading from a computer screen. Must have sufficient mobility, including but not limited to bending, reaching, and kneeling to complete daily duties in a timely and efficient manner. May include lifting weight up to thirty (30) pounds as necessary.

• A valid driver’s license with a clean driving record may be required
• Occasional use of company vehicle while on work site

COMPANY SUMMARY

Headquartered in Hawaii, KaiHonua, LLC is a Native Hawaiian Organization (NHO) owned SBA Small Disadvantaged 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 located around the world, our team possesses innovative expertise in the development of a wide range of technology solutions. KaiHonua, LLC is an equal opportunity employer.
Our service commitment is simple - “Quality IT Solutions… On Time & On Budget.”
KaiHonua LLC reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Positions functions and qualifications may vary depending on business needs.
KaiHonua 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.
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EXPERIENCE

Not Specified

Essential Responsibilities and Duties (Not listed in order of importance; other duties may be assigned) and must be able to perform the following with minimal guidance:

• Provides Tier II support to users by researching, diagnosing, and resolving technical problems involving both business and IT related technical issues with end-user computer technology.
• Provide Local Touch Labor Services to include installation, troubleshooting, repairing, and software updates, security updates, vendor patches (service packs, service releases), etc., when electronic application means do not exist.
• Provide technical services in support of Army systems sustained regarding the networking, hardware and software security, configuration, other technical compliance requirements
• Research and recommend IT equipment and design methodologies to comply with new cyber requirements identified by DoD
• Assist in the analysis, troubleshooting, resolution technical issues to support unique system sustainment requirements
• Install and configure system software applications
• Computer literate and have knowledge of system connectivity, network operation, architecture, operating systems and databases. A working knowledge of IT terminology and security concepts is desired
• Ability to work with customers on the phone, troubleshooting issues and providing telephonic training to the customer
• Capability of analyzing system vulnerability analysis, providing detailed and accurate documentation on system remediation (have good speaking and writing skills)
• Assist with developing and validating functional and technical requirements and work effectively with the next higher level of help desk support (Tier III)
• Other duties as assigne

Work may involve sitting or standing for extended periods of time. Position may require typing and reading from a computer screen. Must have sufficient mobility, including but not limited to bending, reaching, and kneeling to complete daily duties in a timely and efficient manner. May include lifting weight up to thirty (30) pounds as necessary.

• A valid driver’s license with a clean driving record may be required
• Occasional use of company vehicle while on work sit