Tier 1 Help Desk Technician (Mid Shift)

castaliasystems; Waipahu (HI); On-site; USD 80,000 - 85,000; Full time

Job summary

Castalia Systems is seeking a Help Desk Technician for a mid-shift role in Honolulu, HI, with a path to full tenure. The schedule runs 10:00 a.m. to 6:00 p.m., supporting HQ executive communications and resources.

You will serve as the front-line contact for ADP hardware, software, and networking issues, coordinating secure/non-secure communications and ITIL-based incident/service management. DoD standards and LRA duties apply.

Qualifications

• Minimum High School Diploma/GED.
• CompTIA Security+ certification.
• Experience using Microsoft Office tools (Word, PowerPoint, Excel, and Outlook).
• At least 2 years of experience in service desk or help desk support with basic troubleshooting skills in hardware, software, and network topologies.
• Basic level skills in system administration and active directory.
• The technician must possess a thorough knowledge of IT concepts, computer hardware, software, and networking, enabling them to analyze and solve complex problems effectively.
• Communication skills are essential, as the technician will often need to explain technical issues to staff without a technical background.

Responsibilities

• Serves as the initial point of contact at the customer service desk, handling all ADP hardware, software, and networking issues for the Command.
• Facilitates secure and non-secure communications, supervises the installation of information systems, and acts as a liaison with external organizations such as the Navy Marine Corp Intranet and the Defense Information Systems Agency Network Operations Center.
• Manages a service desk tool based on Information Technology Infrastructure Library (ITIL) frameworks, addressing incident management, service requests, problem management, access management, and event management.
• Supports Local Registration Authority (LRA) duties in accordance with DoD and customer standards.
• Provides a Monthly Status Report (MSR) to the Contracting Officer's Representative (COR)-appointed Technical Assistant (TA), detailing accomplishments, identifying issues, and highlighting areas requiring government action.
• This position demands a proactive approach to ensure the seamless operation and security of communications within headquarters.

Skills

CompTIA Security+

MS Office

Service desk experience

Active Directory basics

IT concepts & networking

Communication skills

Education

High School Diploma/GED

Bachelor’s degree (preferred)

Tools

ITIL service desk tools

Job description

Job Type:

Full- Time

Workplace Type:

Onsite

Clearance:

TS with the ability to obtain SCI

Must be a U.S. Citizen

Job Summary

Castalia Systems is seeking a Help Desk Technician for a mid-shift position in Honolulu, HI, with the potential to transition into a permanent role. The scheduled hours are 10:00a.m to 6:00pm.

The Help Desk Technician serves as part of a key Command, Control, Communications, and Cyber (C4) technical focal point, providing Tier 1 troubleshooting support to members of the HQ executive community, including Flag and General Officers, in offices, quarters, and during travel. The technician also supports distinguished visitors and command-level special events and manages communications for key personnel throughout the area of responsibility.

Roles and Responsibilities

A qualified candidate will perform the following duties and responsibilities, but are not limited to:

• Serves as the initial point of contact at the customer service desk, handling all ADP hardware, software, and networking issues for the Command.
• Facilitates secure and non-secure communications, supervises the installation of information systems, and acts as a liaison with external organizations such as the Navy Marine Corp Intranet and the Defense Information Systems Agency Network Operations Center.
• Manages a service desk tool based on Information Technology Infrastructure Library (ITIL) frameworks, addressing incident management, service requests, problem management, access management, and event management.
• Supports Local Registration Authority (LRA) duties in accordance with DoD and customer standards.
• Provides a Monthly Status Report (MSR) to the Contracting Officer's Representative (COR)-appointed Technical Assistant (TA), detailing accomplishments, identifying issues, and highlighting areas requiring government action.
• This position demands a proactive approach to ensure the seamless operation and security of communications within headquarters.

Required Qualifications

• Minimum High School Diploma/GED.
• CompTIA Security+ certification.
• Experience using Microsoft Office tools (Word, PowerPoint, Excel, and Outlook).
• At least 2 years of experience in service desk or help desk support with basic troubleshooting skills in hardware, software, and network topologies.
• Basic level skills in system administration and active directory.
• The technician must possess a thorough knowledge of IT concepts, computer hardware, software, and networking, enabling them to analyze and solve complex problems effectively.
• Communication skills are essential, as the technician will often need to explain technical issues to staff without a technical background.

Preferred Qualifications

• Bachelor of Science degree in IT, Cybersecurity, Data Science, Information Systems, or Computer Science, from an ABET accredited or CAE designated institution.
• A+ or Network+ certification.

Physical Requirements/Work Environment

• Mid-shift hours: 10:00a.m. to 6:00pm

Travel

• Less than 5%

Company Description

Castalia Systems is a proven business partner providing mission critical solutions to the Federal Government. We provide cutting edge solutions from Securing and Managing Data to Systems Engineering and Development. Castalia Systems is a pioneer in Artificial Intelligence Design and Application.

With our vast knowledge of our customers’ needs and relevant technology, our team is able to bring successful solutions to every mission. We are one-upping our competitors by providing premium IT solutions and platforms with cutting-edge technology so it’s so evident when you compare us with anyone.

Compensation

At Castalia Systems, we provide you with opportunities and choices and support your total well-being. Our benefits include: Medical, dental, vision coverage, 401k matching, generous PTO, paid holidays, professional training opportunities, and even pet insurance to ensure your furry friends are cared for too. All regularly scheduled employees working at least 30 hours per week are eligible to participate in Castalia Systems’ benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits.

• Medical, dental, vision coverage, 401k matching, generous PTO, paid holidays, professional training opportunities, and even pet insurance to ensure your furry friends are cared for too.
• All regularly scheduled employees working at least 30 hours per week are eligible to participate in Castalia Systems’ benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits.

Salary at Castalia Systems is determined by various factors, including but not limited to location, position knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $80,000.00 to $85,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Castalia Systems’ total compensation package for employees.

Disclaimer

Castalia Systems is an equal employment opportunity and affirmative action employer and strives to comply with all applicable laws prohibiting discrimination based on race, color, creed, sex, sexual orientation, age, national origin, or ancestry, physical or mental disability, veteran status, marital status, HIV-positive status, as well as any other category protected by federal, state, or local laws. All such discrimination is unlawful, and all persons involved in the operations of the company are prohibited from engaging in this type of conduct.