SCA - Help Desk Support Service Specialist Intermediate

Kiakahi; Warren (MI); On-site; USD 26,000 - 33,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

401(k)

PTO

Tuition reimbursement

Paid federal holidays

Job summary

Kiakahi, LLC in Detroit Arsenal, Detroit, MI seeks a Help Desk Support Service Specialist Intermediate to provide second-tier end-user support for PC, servers, and applications, handling issues unresolved by first-line staff.

The role emphasizes troubleshooting, documentation, security concepts, and coordination with DoD cyber requirements to keep systems reliable and compliant.

Qualifications

• Bachelor’s Degree in Computer Science, Information Technology, or related discipline preferred or equivalent experience.
• 3–5 years of experience performing Help Desk Support functions.
• Security+ certification.
• Valid driver’s license may be required.

Responsibilities

• Provide Tier II support to users by researching, diagnosing, and resolving technical problems for PC, server, and software issues.
• Perform local touch labor: installation, troubleshooting, repairs, and software/security updates as needed.
• Support Army systems sustainment with focus on networking, hardware, and software security compliance.
• Research IT equipment and design methodologies to comply with new cyber requirements identified by DoD.
• Install and configure system software applications and document remediation actions.
• Communicate effectively with customers by phone and provide telephonic training.

Skills

Tier II support

Troubleshooting

End-user support

Telephonic support

Technical documentation

Security concepts

Customer service

Education

Bachelor's Degree in Computer Science or Information Technology

Security+ certification

Job description

Overview

Kiakahi, LLC has an immediate opening for a SCA - Help Desk Support Service Specialist Intermediate to join our rapidly growing team. Under general direction, provides second-tier support to end-users for PC, server, mainframe applications, and hardware. Handles problems that the first-tier of help desk support is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Maintains currency and highest level of technical skill in field of expertise.

• Provides Tier II support to users by researching, diagnosing, and resolving technical problems involving both business and IT related technical issues with end-user computer technology.


• Provide Local Touch Labor Services to include installation, troubleshooting, repairing, and software updates, security updates, vendor patches (service packs, service releases), etc., when electronic application means do not exist.


• Provide technical services in support of Army systems sustained regarding the networking, hardware and software security, configuration, other technical compliance requirements


• Research and recommend IT equipment and design methodologies to comply with new cyber requirements identified by DoD


• Assist in the analysis, troubleshooting, resolution technical issues to support unique system sustainment requirements


• Install and configure system software applications


• Computer literate and have knowledge of system connectivity, network operation, architecture, operating systems and databases. A working knowledge of IT terminology and security concepts is desired


• Ability to work with customers on the phone, troubleshooting issues and providing telephonic training to the customer


• Capability of analyzing system vulnerability analysis, providing detailed and accurate documentation on system remediation (have good speaking and writing skills)


• Assist with developing and validating functional and technical requirements and work effectively with the next higher level of help desk support (Tier III)


• Other duties as assigned

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience/Certifications

• Bachelor’s Degree in Computer Science, Information Technology, or related discipline preferred or have equivalent experience


• Three to five years of experience performing Help Desk Support functions


• Security+


• A valid driver’s license with a clean driving record may be required


• Occasional use of company vehicle while on work site

Abilities

• Ability to organize, prioritize and meet deadlines


• Capable of conveying complex information in a simplistic manner


• Strong critical thinking and problem-solving skills


• Strong self-starter requiring minimal supervision


• Able to take proactive measures to prevent problems rather than reactive by nature


• Strong verbal and written communication to effectively express concepts, plans, and proposals

Security Clearance: Position requires a Secret security clearance. Must be a US citizen.Work Location: Detroit Arsenal, Detroit, MIBenefits

• Medical, dental, vision, disability, and life insurance


• Flexible Spending Accounts


• 401(k)


• PTO


• Tuition reimbursement


• Paid federal holidays

Physical Requirements

Work may involve sitting or standing for extended periods of time. Position may require typing and reading from a computer screen. Must have sufficient mobility, including but not limited to bending, reaching, and kneeling to complete daily duties in a timely and efficient manner. May include lifting weight up to thirty (30) pounds as necessary.

Company Summary

Headquartered in Hawaii, Kiakahi, LLC is a Native Hawaiian Organization (NHO) owned SBA Small Disadvantaged Business specializing in global information technology and offering professional solutions in IT Design & Installation, Cybersecurity Engineering & Support, Application Integration & Development, Software & Hardware Engineering, Network & Systems Management, Information Systems Security, and Business Management Services.Leveraging over 30 years of providing IT services to the federal & commercial market with projects located around the world, our team possesses innovative expertise in the development of a wide range of technology solutions. Kiakahi, LLC is an equal opportunity employer.Our service commitment is simple - \"Quality IT Solutions... On Time & On Budget.\"Kiakahi, LLC reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Positions functions and qualifications may vary depending on business needs.Kiakahi, LLC is an equal opportunity employer and does not discriminate against applicants based on race, color, creed, religion, medical condition, legally protected genetic information, national origin, sex (including pregnancy, childbirth or related medical condition), sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status or legally protected characteristics.

Hourly Rate:$19.23 - $24.04

Posted Salary Range

USD $19.23 - USD $24.04 /Hr.