Overview

VETS, Inc., is looking to add a qualified Information Technology Specialist to our growing team. This is a full-time, permanent position with full benefits located onsite in Hawaii at Joint Base Pearl Harbor/Hickam. Position requires US Citizenship for clearance purposes, a DoD Secret clearance and Security certification. This is work in hand and an immediate need. 

Responsibilities

The successful candidate will:

• Provide desk side IT support
• Manage IT inventory and equipment
• Disposition of obsolete IT equipment
• Image computers/phones according to Air Force standards and submit/elevate help desk tickets.

Support the PACAF/SG Executive staff and personnel assigned to the PACAF/SG Directorate by providing the following services:

• Provides desk-side Information Management/Informational technology (IM/IT) and computer support to PACAF/SG personnel by troubleshooting software or operating system errors, re-imaging the computer or replacing the members computer with a fully functioning computer as required.
• Identifies, researches, and resolves technical problems such incompatibility of programs used by personnel such as Microsoft Office, Internet Explorer, Chrome, Firefox, CENTRIX FVEY/J/K, SIPR network affecting PACAF/SG computers and information systems such as SG DSN/VOIP/VOSIP telephones and government issued cell phones. The contractor will assist the user with placing and escalating ticket to a higher tier support desk.
• Manages escalation procedures and ensures service levels are maintained by submitting a ticket using Remedy, Cyberspace Infrastructure Planning System (CIPS), or similar software that manages IT help desk tickets.
• Documents, tracks, monitors problems, and submits a corrective action plan to the COR within 24 hours of network and telephone outages.
• Monitors metrics such as glitches or software updates released with “bugs” and recommends operational adjustments as required.
• Troubleshoot network connectivity issues by determining if it is a hardware failure or systemic Air Force wide outage. Recommend to the COR if hardware such as servers, switches, media converters, DSN/VOIP/VOSIP phones, government issued cell phones, Windows Tablet and Desktops, or Laptops needs to be replaced within 24 hours of findings.
• Provide IT support to SG personnel for the use of office automation applications such as Microsoft Office Suite, web browsers, CITRIX, Application Virtual Hosting Environment (AVHE), Defense Medical Logistics Standard Support (DMLSS), Military Health System Genesis (MHS Genesis).
• Responds to telephone calls and e-mail requests for technical support from PACAF/SG personnel by monitoring the SG IM/IT organization box.
• Coordinates with PACAF Executive Communications Flight to resolve O-6 level IT issues.
• Maintains the in/out-processing checklist for IT requirements as members PCS in/out. The contractor may add/remove requirements from the checklist as required.
• Manage the PACAF/SG SharePoint by adding/removing users and assigning the appropriate level of access to a subpage.
• Management of IT inventory such as inventorying and accounting for IT equipment monthly under the supervision of the COR. The contractor will prepare an adjustment worksheet to add or remove any equipment on the inventory and submit to the COR for processing.
• Manage SG Directorate Cell Phone Program which involves correctly imaging government issued cell phones IAW Air Force policies to enable mobile access to Outlook. In addition, managing phone inventory such as issuing/receiving phones as members in/out-process. The contractor will also maintain an active directory of phones issued using the AT&T online portal (or equivalent) to manage the directorates cell phone inventory.
• The contractor will assist SG personnel in troubleshooting and operating the Directorates VTC/SVTC equipment as required. Personnel assigned to PACAF/SG may not be knowledgeable in operating the equipment, thus assistance is required.
• Preparing old/obsolete IT equipment for Defense Logistics Agency Disposition (DLADS) processing which requires sanitizing the equipment (removing labels, hard drive), and attaching DD 1348 (Turn-In Document) to the same set of equipment. Additional requirements may be required depending on the device such as formatting cell phones to the factory settings.
• Prepare the Defense Logistics Agency (DLA) Electronic Turn-In Document (ETID) DD 1348 for equipment turn-ins.
• Assist COR to identify which IT related equipment (Laptops, Desktops, Monitors, TVs, Projectors, Docking Stations, Peripherals, etc) is ready for DLADS processing and provide oversight of the disposition.
• Assist the COR with palletization of IT equipment for disposition at DLADS and on/off-loading from the transportation vehicle. The COR will obtain a Government Operated Vehicle (GOV) that is appropriate for the cargo being transported. The contractor(s) may be asked to travel with the COR within the GOV to the DLADS location for off/loading. The contractor(s) will not at any time drive a GOV or be asked to drive a GOV by the COR or government personnel.
• Assist with the destruction of hard drives removed from old/obsolete equipment by degaussing and shredding the items as required. The equipment used to degauss and shred hard drives is located at Bldg. 1073 on Joint Base Pearl Harbor Hickam. The contractor(s) may be asked to travel to an alternate location on Joint Base Pearl Harbor-Hickam should the equipment to degauss and shredder be relocated. The COR will transport the hard-drives and the contractor(s) using a GOV.
• Assist the COR with on/off-loading and movement of new IT equipment shipments to the appropriate location within PACAF/SG or a warehouse location available on Joint Base Pearl Harbor-Hickam. The COR or government representative will transport the equipment and contractor(s) using a GOV. The contractor will assist with installing the new equipment within the SG Directorate.
• Image the new machines for deployment as directed by the COR.

Qualifications

REQUIRED:

• Two years of Personnel Computer troubleshooting experience
• Demonstrates excellent customer service and interpersonal skills
• Knowledge of Microsoft Operating Systems (Windows 7/10/11)
• Knowledge of Microsoft Office products
• knowledge of basic networking
• Associate's Degree in a related area and up to 2-3 years of relevant experience in the IT field
  • OR 4-5 years of relevant experience in the IT field
• CompTIA Security certification
• Windows Desktop certification

Active DoD Secret Security Clearance is required