Ho'olaulima Government Solutions LLC (HGS) is a Small Business Administration-certified, Native Hawaiian Organization-Owned, 8(a) Small Business which provides services and solutions in the areas of Cybersecurity Services, Information Technology Services, Professional and Technical Services, Environmental Services, and Healthcare Services to the Department of Defense and other Federal agencies.

HGS is a wholly-owned subsidiary of the Kina'ole Foundation, a 501(c)(3) non-profit established to benefit Native Hawaiian communities.

You will receive a comprehensive benefits package that includes:

• Health insurance
• Dental insurance
• Life insurance
• Professional training reimbursement
• 401K
• Disability insurance
• ...and much, much more!

Job Description: The Secure View Client Support Technicians will provide tier one Cyber Operations Services and troubleshooting in response to trouble tickets and to a wide range of clients on various devices including, but not limited to: workstations, Thin (Server based) Clients, laptops, and other devices.

Duties and Responsibilities :

• Provide software installation and support.
• Coordinate appointments with customers to troubleshoot on site or remotely assist and provide walk-through repairs.
• Process, prioritize and resolve trouble tickets using BMC Remedy on unclassified and classified networks. Contractor shall check BMC Remedy ticket queue throughout the day to respond to different levels in priority for incidents.
• Process, prioritize and resolve trouble tickets using Cyberspace Infrastructure Planning System (CIPS). Contractor shall check CIPS throughout the day to respond to different levels in priority for incidents.
• Process, prioritize and resolve trouble tickets using Virtual Enterprise Service Desk (vESD) and Remedy ticketing systems.
• Cyber Operations Support duties include, but are not limited to:
  • Meeting compliance for system requirements
  • Managing Controlled Cryptographic Items (CCI)
  • Managing user and administrative profiles.
  • Backing up user profile folders across machines.
  • Managing organizational web pages.
  • Creating and updating presentations to provide reports and/or incidents to adjacent offices.
  • Support the Base Equipment Custodian Office in deploying new computer equipment and turning old equipment in for disposition.
  • Time Compliance Network Orders (TCNO) compliance
  • Mission Type Order (MTO) compliance
  • Customer device sanitization in response to Negligent Disclosure of Classified Information (NDCI) incidents
  • Monitor, prioritize, and respond to Virtual Enterprise Service Desk (vESD) tickets.
  • Monitor the Cyber Operations distribution email to keep track of ongoing tickets and pro-jects.
  • Communicate and collaborate with Communications Focal Point, other shops, and other agencies or commands.
• Contractor will be the trusted entity to validate the identity of a customer in eAuthentication as a Local Registration Authority (LRA). These duties include but are not limited to:
  • Create, provision and audit customer privileged accounts.
  • Validate the customer's name, birth date and other attributes provided on customer's government issued photo identification.
  • Provide privileged account reports and/or incidents to adjacent offices.
• Plan, Organize and Direct Sustainment Activities by establishing work standards, methods, and controls for preventative, scheduled, and unscheduled maintenance actions. Determines extent and economy of repair of malfunctioning equipment. Ensures compliance with technical data, instructions, and work standards. Develops and enforces safety standards. Interprets malfunctions and prescribes corrective action. Serves on or directs inspection teams organized to evaluate base or command sustainment programs. Man-ages, or performs, research and development projects for assigned systems. Coordinates and documents repairs. Manages, administers, controls, and evaluates contracts.
• Performs other related duties as assigned.

Education/Certification Requirements :

• Possess experience working with customers and Remedy trouble ticketing systems.
• Must be experienced with imaging laptops and desktop systems using imaging servers and removable media.
• Security or higher.
• Active Secret clearance.

HGS is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.