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Port Hueneme

    Help Desk Support Specialist - Port Hueneme, United States - Sohum Systems LLC

    Sohum Systems LLC
    Sohum Systems LLC Port Hueneme, United States

    3 weeks ago

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    Description

    Job Summary:

    Sohum Systems is seeking a Help Desk Specialist to support the NAVFAC Information Technology Center (NITC), 24 x 7x 365 on-site operations desk located in Port Hueneme, CA. The Help Desk Specialist is responsible for providing technical assistance and support to end-users, ensuring prompt and effective problem resolution. This position plays a crucial role in maintaining, reviewing, disseminating information to NAVFAC CIO Help Desks and Worldwide customers, and recommend improvements to existing procedures.

    Key Responsibilities:

    • Receive, escalate and or resolve incidents as appropriate and document incidents in the Customer Service Desk designated support tracking system (STS) or other Government ticketing
    • Provide up-to-date status and information, participate in events and incidents, and advise NAVFAC NITC Help Desk and worldwide customers of events and incidents that effect
    • Analyze, provide detailed documentation, escalate, coordinate, follow-up, and closeout incidents for the NAVFAC/NITC Enterprise Helpdesk using the designated incident tracking system (STS).
    • Publish via email to NAVFAC community technical alerts, bulletins, announcement and notifications regarding planned and unplanned events, maintenance, sustainment and
    • Documented procedures reviewed and updated annually and as required due to changes or the addition of new procedures per the record of
    • Monitor facility environmental controls (security, fire, power, HVAC and water detection), initiating actions to resolve control alarms/alerts, and providing facility assistance as needed.

    Job Duties:

    1. User Support:
    • Respond to user inquiries and provide technical assistance via phone, email, or in-person.
    • Diagnose and troubleshoot hardware, software, and network-related issues.
    • Guide users through step-by-step solutions and document problem resolution steps.
    1. Ticket Management:
    • Utilize a ticketing system to log, prioritize, and track support requests.
    • Ensure timely resolution of open tickets and escalate issues as needed.
    • Maintain accurate and up-to-date records of support interactions.
    1. Hardware and Software Maintenance:
    • Install, configure, and upgrade hardware and software components.
    • Collaborate with vendors to resolve issues and coordinate repairs.
    • Conduct routine maintenance activities to ensure optimal system performance.
    1. User Training:
    • Provide basic training to end-users on software and hardware usage.
    • Create and update user documentation to facilitate self-help.
    1. Security and Compliance:
    • Implement and enforce IT security policies and procedures.
    • Stay informed about cybersecurity threats and assist in educating users.
    • Ensure compliance with relevant regulations and standards.
    1. Collaboration:
    • Collaborate with other IT team members to resolve complex issues.
    • Communicate effectively with users and team members to facilitate problem resolution.
    1. Continuous Improvement:
    • Identify recurring issues and recommend improvements to prevent future incidents.
    • Stay current with industry trends and technologies to enhance support capabilities.

    Qualifications:

    • High School Diploma
    • Previous experience in a help desk or technical support role is desirable but not required.
    • Familiarity in troubleshooting Windows and/or macOS environments.
    • Knowledge of Microsoft Office Suite and other common business applications.
    • Familiarity with networking concepts and protocols.
    • Experience with remote desktop support tools.
    • Must be eligible for a Secret Clearance
    • CompTIA Security+ Certification or ability to obtain within 45 days of hiring

    Certifications: Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent are a plus.

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