SITEC - Help Desk Specialist - Camp H.M. Smith, HI

Peraton; Waipahu (HI); On-site; USD 80,000 - 128,000; Full time

Job summary

Peraton is seeking a Help Desk Technician to join the team in Camp HM Smith, HI. The technician will provide support for the Special Operation Command Information Technology Enterprise Contract (SITEC) - 3, ensuring effective resolutions for end user incidents and maintaining operational processes.

A strong candidate will have a background in help desk management, experience with troubleshooting, and a commitment to customer service. The position offers a salary range of $80,000 to $128,000 based on experience and qualifications.

Qualifications

• Experience in a multi-user environment with a help desk.
• Strong communication skills and customer service attitude.
• Demonstrate a background in information systems or network operations.

Responsibilities

• Provide help desk support to end users.
• Create and manage incident tickets in ITSM tool.
• Troubleshoot and repair end-user devices.

Skills

Help Desk management

Troubleshooting

Customer service

IT Service Management

Education

BS + 2 years of experience

HS + 6 years of experience

AA + 4 years of experience

DoD TS/SCI clearance

DoD 8570.01-M IAT II certification

Job description

Responsibilities

Peraton requires Help Desk Technicians to support the Special Operation Command Information Technology Enterprise Contract (SITEC) - 3. Position is located in Camp HM Smith, HI. The purpose of the Special Operations Forces Information Technology Enterprise Contract (SITEC) 3 Enterprise Operations and Maintenance (EOM) Task Order (TO) is to provide USSOCOM, its Component Commands, its Theater Special Operations Commands (TSOCs), and its deployed forces with Operations and Maintenance (O&M) services to maintain Network Operations (NetOps); maintain systems and network infrastructure; provide end user and common device support; provide configuration, change, license, and asset management; conduct training, and perform Install, Move, Add, Change (IMACs) services. The responsibilities and tasks associated with each requirement play a pivotal role to USSOCOM, the CIO/J6 organization, and ultimately the end-user who operate around the globe 24x7x365.

The 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 include but are not limited to:

• Creating tickets within the IT Service Management (ITSM) tool
• Troubleshooting and repairing end user devices
• Installing and troubleshooting software
• Re‑imaging hardware
• Performing shared file access maintenance
• Maintaining accounts
• Creating tokens
• Resetting CAC/Token pins
• Maintaining local registration authority capabilities
• Providing 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
• Escalating tickets to other IT support groups and/or vendor support

Qualifications

Required qualifications:

• BS + 2 years of experience OR HS with 6 years of experience OR AA with 4 years of experience.
• DoD TS/SCI clearance is required.
• DoD 8570.01‑M IAT II certification required.
• 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.

Highly Desired Qualification:

• Compliance with DoW 8140 under the Work Role Code 411 - Intermediate level or higher. Must be completed by 01Oct26.

Target Salary Range

$80,000 - $128,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.