Position Title: Help Desk Admin (Level 2)
Company: ACT1 Federal
Location: Honolulu, Hawaii
About ACT1: ACT1 Federal advances our Nation’s and Allies’ missions by taking ACTION! We provide mission operations support, technical services, and innovative solutions by leveraging our talented workforce. By doing so, we are making the world a better, safe and more productive and inclusive place.
Job Description: The Help Desk Admin (Level 2) will provide advanced IT issue resolution, hardware and software setup, and user support, and address the diverse IT needs of Daniel K. Inoyue Asia Pacific Center for Strategic Studies staff, faculty, and participants. Level 2 Help Desk personnel handle more complex problems and escalations. These teams are crucial for maintaining user productivity and ensuring timely resolution of IT issues.
**THIS POSITION IS CONTINGENT UPON CONTRACT AWARD**
Responsibilities:
Provide Advanced troubleshooting, user account management, and IT project support. Advanced Issue Resolution: Handle escalated issues from Level 1 Help Desk, including more complex hardware, software, and network problems. Perform in-depth troubleshooting and diagnostics to identify and resolve underlying issues. Coordinate with third-party vendors and service providers for advanced support and warranty services. System and Network Support: Provide support for server and network infrastructure, including troubleshooting connectivity issues, server failures, and network performance problems. Assist with the configuration and management of network devices such as routers, switches, and firewalls. Monitor network performance and security, addressing issues as they arise. User Account and Access Management: Manage user accounts, including creation, modification, and deletion in Active Directory and other systems. Assist with access control, permissions, and security group assignments to ensure proper access levels for users. Resolve complex login issues and perform password resets for higher-level systems and applications. Software and Application Support: Provide advanced support for enterprise software applications, including installation, configuration, and troubleshooting. Assist with software updates, patches, and upgrades to ensure compatibility and security. Work with application owners to address performance issues and improve user experience. Event Support: Provide advanced technical support during events to ensure smooth operation of IT systems and connectivity. Troubleshoot and resolve any IT issues that arise during events to minimize disruptions. Assist with the setup and configuration of specialized equipment required for events. Documentation and Knowledge Base: Create and maintain detailed documentation for complex issues, solutions, and procedures. Develop and update knowledge base articles to assist Level 1 Help Desk and end-users. Document system configurations, changes, and troubleshooting steps for future reference. Training and Mentorship: Provide training and mentorship to Level 1 Help Desk staff, helping them develop their technical skills and knowledge. Conduct regular knowledge-sharing sessions and workshops to keep the team updated on new technologies and procedures. Incident and Problem Management: Participate in incident management processes, ensuring timely resolution of critical issues and minimizing downtime. Conduct root cause analysis for recurring problems and implement permanent solutions to prevent future occurrences. Collaborate with other IT teams and departments to address cross-functional issues and improve overall IT service quality. Performance Monitoring and Reporting: Monitor help desk performance metrics, such as ticket resolution times, user satisfaction, and system uptime. Generate detailed reports on help desk activities, identifying trends and areas for improvement. Provide recommendations for process improvements and technology enhancements based on performance data.