The Alaka`ina Foundation Family of Companies (FOCs) is looking for an IT Tier I/II Help Desk Support professional for our government customer at Aberdeen Proving Grounds, Maryland.

DESCRIPTION OF RESPONSIBILITIES:

• Provides IT Tier I/II service center support
• Provide help desk support to C5ISR personnel. Support includes, but is not limited to: identifying, troubleshooting, resolving, and escalating issues with multiple operating systems to include, but not limited to: initial setup, connectivity, computer imaging, profile creation, application installation, computer hardware/software upgrades, and websites.
• Installs, troubleshoots, repairs, and instructs users in personal and network computers, as well as peripherals, such as printers, scanners, smart card readers, etc.
• Provides hardware and software support for computers, printers and workstations utilizing both wired and wireless networks so that each device is fully functional to include all of the automated tools, software and hardware configurations
• Provide help desk support to printers. Support includes, but is not limited to: identifying, troubleshooting, resolving, and escalating issues with printer maintenance, connectivity issues, and initial set up.
• Installs all computer hardware and software to ensure user is fully functional and operational without errors, and preserving user's data to be transferred to the new PC.
• Supports the property process by creating and routing forms for signature and keeping track of issued GFE. This process involves coordinating with other offices.
• Provides a high standard of support for the mission critical systems and VIP users, and end users.
• Provides IT support through telephone, remote assistance, and on-site service for all users
• Provide help desk support to C5ISR mobile equipment. Support includes, but is not limited to: identifying, troubleshooting, resolving and escalating issues, account creations, and application troubleshooting.
• Diagnose, troubleshoots, maintains, and repairs unclassified and classified systems, network issues, IPhones, IPads and other devices
• Diagnose and repairs widespread issues with support of the enterprise management and networking teams
• Communicates technical issues (networking, applications, systems administration, etc.)
• Works in tandem with desktop technicians and system administrators to provide complete support to the end user from the Service Desk ticketing system
• Performs technical functions such as system analysis, user and server account creation and accounts management
• Provides alternate DREN system administrator support to include, but not limited to:
  • Track requests for support and document findings.
  • Submit remedy tickets to the RNEC.
  • Warranty replace or identify for purchase hardware replacements for any parts that are out of warranty.
  • Provide backup support for VTC capabilities to include connection setup and troubleshooting support.
  • Monitor, claim, update, and complete customer requests through the CIO Portal ticketing system by gathering information, conducting research, and corresponding with customers as required. Convert Portal tickets to Remedy when RNEC/Army Enterprise Service Desk escalation is required.

REQUIRED DEGREE/EDUCATION/CERTIFICATION:

High school degree required

REQUIRED SKILLS AND EXPERIENCE:

• CompTIA Security Certification
• Effective oral and written communication skills
• Microsoft Specialist Certification in Windows 10 (or similar - within 3 months)
• Live within commuting distance of Aberdeen Proving Ground, MD

DESIRED SKILLS AND EXPERIENCE:

• At least at least five (5) years of experience where three (3) years of that experience was providing support desk technician responsibilities
• Experience or knowledge of Microsoft Azure/AWS

REQUIRED CITIZENSHIP AND CLEARANCE:

• U.S. Citizenship
• Must be able to pass a Tier 1 IT III background check.

The Alaka`ina Foundation Family of Companies (FOCs) is a fast-growing government service provider. Employees enjoy competitive salaries. Eligible employees enjoy a 401K plan with company match; medical, dental, disability, and life insurance coverage; tuition reimbursement; paid time off; and 11 paid holidays.

We are an Equal Opportunity/Affirmative Action Employer. We are proud to state that we do not discriminate in employment decisions on the basis of race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. If you are a person with a disability and you need an accommodation during the application process, please click to request accommodation. We E-Verify all employees.

The Alaka`ina Foundation Family of Companies (FOCs) is comprised of industry-recognized government service firms designated as Native Hawaiian Organization (NHO)-owned and 8(a) certified businesses. The Family of Companies (FOCs) includes Ke`aki Technologies, Laulima Government Solutions, Kpono Government Services, and Kapili Services, Po`okela Solutions, Kkaha Solutions, LLC, and Pololei Solutions, LLC. Alaka`ina Foundation activities principally benefit the youth of Hawaii through charitable efforts which includes providing innovative educational programs that combine leadership, science & technology, and environmental stewardship.

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