Responsibilities
- Lead and manage Tier I–III Help Desk operations supporting SIPR, NIPR, and CENTRIX networks.
- Supervise Help Desk staff to ensure timely incident resolution and adherence to established Service Level Agreements (SLAs).
- Manage and track service tickets using Altiris Help Desk and Remedy systems.
- Oversee incident response, escalation procedures, and shift coverage to maintain continuous support.
- Troubleshoot and resolve complex hardware and software issues across workstations, servers, and mobile devices.
- Provide support for A/V equipment, Active Directory, and command-specific applications (ITRS, iPERMS, DTS, etc.).
- Manage OS delivery and deployment methods using Altiris Deployment Solution (DS) and SCCM.
- Support and troubleshoot USARC-specific application servers, including RCAS, RLAS, and DMO.
- Ensure compliance with DoD and organizational cybersecurity policies and procedures.
- Develop and maintain Help Desk documentation, knowledge base entries, and performance metrics.
Requirements
- Cleared candidate (specific level not stated but implied by DoD context)
- Experience managing tiered Help Desk teams
- Leadership experience in IT support operations
- Proven ability to ensure service level compliance
- Expert troubleshooting skills across hardware, software, and network systems
- Experience supporting multi-classification network environments (SIPR, NIPR, CENTRIX)
- Proficiency with Altiris Help Desk and Remedy systems
- Experience with incident response and escalation procedures
- Shift coverage management
- Troubleshooting complex hardware and software issues on workstations, servers, and mobile devices
- Support experience with A/V equipment and Active Directory
- Knowledge of command-specific applications such as ITRS, iPERMS, DTS
- Experience with OS deployment using Altiris Deployment Solution (DS) and SCCM
- Support and troubleshooting of USARC-specific application servers (RCAS, RLAS, DMO)
- Compliance with DoD and organizational cybersecurity policies and procedures
- Documentation and knowledge base development
Work Arrangement
On-site — Fort Shafter Flats, Honolulu, Hawaii
Additional Information
- Must be a cleared candidate (implied due to DoD mission support)
- On-site position at Fort Shafter Flats in Honolulu, Hawaii
- Support for Department of Defense missions
- Continuous support required (implies shift work or 24/7 coverage)
