Help Desk Specialist

Titan Technologies; Aiea (HI); On-site; USD 104,000 - 120,000; Full time

Benefits offered by this job

COLA

Housing allowance

Job summary

Titan Technologies, LLC seeks an experienced Help Desk Specialist to support the SITEC III contract for USSOCOM and deployed forces worldwide. The role focuses on incident resolution, user support, and coordination with multiple IT teams to maintain secure, stable operations.

You will manage tickets in ITSM, assist with CAC/token resets, and ensure proper escalation of issues while delivering reliable customer service under DoD requirements.

Qualifications

• Experience to support USSOCOM SITEC III contract and DoD IT environments.
• Ability to troubleshoot end-user devices and desktop applications.
• Familiarity with ITSM ticketing, incident tracking, and escalation processes.
• Knowledge of CAC/Token resets and DoD security requirements.

Responsibilities

• Create tickets within the ITSM tool.
• Troubleshoot and repair end user devices.
• Install and troubleshoot software.
• Perform shared file access maintenance.
• Maintain accounts.
• Reset CAC/Token pins.
• Maintain local registration authority capabilities.
• Provide information and tracking on IT projects, incidents and changes, ensuring proper routing.

Skills

Help desk experience

DoD TS/SCI clearance

Customer service

IT troubleshooting

Education

High School Diploma

Associate's Degree

Bachelor's Degree

Tools

ITSM tools

CAC/token reset procedures

PC operating systems

Job description

Titan Technologies, LLC (Titan) is seeking an experienced, self-directed, Help Desk Specialist to support the Special Operations Forces Information Technology Enterprise Contract (SITEC) III contract. As a member of our team, you will help to assist USSOCOM, Service Component Commands, Theater Special Operations Commands (TSOC), and deployed forces in the delivery of a full spectrum of Information Technology (IT) services to operate and maintain information flow, communications, and connectivity globally.

Help Desk provides support to users in resolving problems using help desk center tools. The responsibilities of the Help Desk may also include support in the areas of electronic mail, account creation and maintenance, standard desktop applications, and applications developed by the Government. The Help Desk technician will provide EOC Site/Local help desk services and act as the POC for creating, responding to, and resolving end user incidents. This Technician will coordinate Incident Reports and Service Request resolutions with the proper personnel at the various site locations, while tracking resolutions from initiation to conclusion on behalf of the end user.

Duties and Responsibilities:

• Create tickets within the IT Service Management (ITSM) tool
• Troubleshoot and repair end user devices
• Install and troubleshoot software
• Perform shared file access maintenance
• Maintain accounts
• Reset CAC/Token pins
• Maintain local registration authority capabilities
• Provide information and tracking on IT Projects, ASIs, incidents, and changes that impact customers Ensuring incidents are routed and/or escalated to the appropriate support group
• Escalate tickets to other IT support groups and/or vendor support

You MUST have:

• A DoD TS/SCI clearance is required
• Education and experience requirements:

-High School Diploma + 6 years of relevant experience, or

-Associate’s Degree + 4 years of relevant experience, or

-Bachelor’s Degree + 2 years of relevant experience, or

• Compliance with DoW 8140 under the work role code 411 - Intermediate or higher
• Candidates must meet DoD 8140 requirements by either:

-Possessing a Bachelor’s Degree in an IT-related field with 8+ years of relevant experience, or

• Meeting the applicable education/experience requirements above and holding one of the following approved certifications:

-Security+

-GIAC Foundational Cybersecurity Technologies (GFACT)

-Foundational Security Certification (FSEC)

• General experience includes background in information systems development, network operations, application performance in a client/server environment, or related fields
• Specialized experience includes the management of help desks in a multi-user environment, a comprehensive understanding of PC operating systems, a working knowledge of network and electronic mail operations and prior supervision of help desk employees
• Help Desk must have a demonstrated ability to communicate well both orally and in writing and have a positive customer service attitude

Compensation:

Total annual compensation range: ~$104k - $120k

In addition to base compensation, this position is eligible for significant compensation uplifts, including Cost of Living Allowance (COLA) and housing/BAH-equivalent allowances, in accordance with contract requirements and employee eligibility.

Company Description:

Titan Technologies, LLC and our wholly owned subsidiaries, TelaForce, LLC, Titan Facilities, Inc. and Zen Strategics, design, build, integrate, and manage innovative solutions and software applications. Our remarkable people, working collaboratively under a shared vision, have earned a reputation with our customers for delivering results with maximum impact. Sound intriguing? Consider Titan Technologies for the next step in your career journey and be part of an impactful team!

Titan is proud to be a Service-Disabled Veteran Owned Business.