Help Desk Supervisor jobs in Hawaii

Overview

Join Our Stellar Team at Castalia Systems!

Are you ready to skyrocket your career with us? We're on the lookout for ambitious individuals who are eager to make their mark in a diverse and thriving environment.

At Castalia Systems, we're not just another company – we're a certified Woman Owned Small Business (WOSB) and Small Disadvantage Business (SDB) committed to excellence since 2011. Join us in delivering top-tier solutions to the dynamic Defense and Intelligence sector.

As valued members of our team, we prioritize your well-being. Enjoy a comprehensive benefits package, including 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.

Responsibilities

Castalia Systems is seeking a Help Desk Technician in the Camp Smith, HI area.

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.

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.

Qualifications

Security Clearance Requirement:

Active/current Secret clearance is required.

Required Qualifications:

• 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.
• Experience using Microsoft Office tools (Word, PowerPoint, Excel, and Outlook).
• Basic level skills in system administration and active directory.
• IAM- Certification.

Preferred Qualifications:

• CISM
• CISSP (OR ASSOCIATE)
• GSLC
• CCISO
• CAP
• CASP CE
• HCISSP
• CND
• CLOUD
• SECURITY CE

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.