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:
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.
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.
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.
User Training:
Provide basic training to end-users on software and hardware usage.
Create and update user documentation to facilitate self-help.
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.
Collaboration:
Collaborate with other IT team members to resolve complex issues.
Communicate effectively with users and team members to facilitate problem resolution.
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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