IT Help Desk Senior Representative

Job Title: IT Help Desk Senior Representative -4292 Job Location: Oahu, Hawaii 96859, 96707, 96786 Job Summary Galapagos Federal Systems LLC is looking for an enthusiastic, well-qualified individual to fill the senior level IT Help Desk Support Representative position and to join our team of qualified, diverse individuals.
As a Help Desk Support Representative, you will play a crucial role in providing technical support and assistance to end-users within the organization.
This role involves troubleshooting hardware and software issues, responding to service requests, and ensuring the efficient resolution of IT-related problems.
The Senior IT Help Desk Representative will also be responsible for mentoring and supporting junior team members, contributing to process improvements, and assisting in the development and implementation of IT policies and procedures.
Work location(s) are OAHU, HAWAII: Tripler Army Medical Center – 1 Jarrett White Road, Tripler AMC, HI 96859 Warrior Ohana Medical Clinic – 91-1010 Shangila, St.
Kapolei, HI 96707 Schofield Barrick Health Clinic – Ft.
Shafter Bldg #683, Schofield Barrack, HI 96786 Job Requirements: Skills / Experience Required 5 years of experience in a help desk or technical support role Strong knowledge of hardware, software, and network troubleshooting.
Excellent communication and interpersonal skills Ability to work well under pressure and handle multiple priorities.
Experience with IT service management tools Provide advanced technical support to end-users via phone, email, or in-person Diagnose and resolve hardware, software, and network issues in a timely and efficient manner Escalate complex issues to higher-level support teams when necessary Provide guidance and support to junior help desk representatives Conduct training sessions to enhance the technical skills of team members Foster a collaborative and knowledge-sharing environment within the team Analyze recurring issues and contribute to the development of long-term solutions Collaborate with other IT teams to address root causes and prevent future problems Maintain accurate and up-to-date documentation of IT processes, procedures, and issue resolutions Create and update knowledge base articles for common technical issues Communicate technical information to non-technical users in a clear and understandable manner Keep end-users informed about the status of their reported issues Perform regular quality checks on service tickets and ensure adherence to service level agreements (SLAs) Provide feedback to team members to enhance overall performance Collaborate with other IT teams, including network administrators, system administrators, and security specialists, to resolve complex issues Participate in cross-functional projects as needed Education / Certifications BS/BA in a related field SSCP or A+ CE or CCNA Security or Network+CE, required Certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified: Modern Desktop Administrator Associate are a plus Benefits Medical, dental, vision, disability, and life insurance Flexible Spending Accounts 401(k) PTO Tuition reimbursement Paid federal holidays Security Clearance Must be a U.
S.
Citizen.
A high-level Department of Defense active security clearance may be required.
Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to government information.
Physical Requirements Work may involve sitting or standing for extended periods of time and typing and reading from a computer screen.
The candidate must have enough mobility, including bending, reaching, and kneeling, to complete daily duties in a prompt and efficient manner and that may include lifting to thirty pounds, as necessary.
Company Summary Headquartered in Hawaii, Galapagos Federal Systems, LLC is an SBA Certified Native Hawaiian Organization 8(a) Small Business specializing in global information technology and offering professional solutions in IT Design & Installation, Cybersecurity Engineering & Support, Application Integration & Development, Software & Hardware Engineering, Network & Systems Management, Information Systems Security, and Business Management Services.
Leveraging over 30 years of providing IT services to the federal & commercial market with projects found around the world, our team has innovative expertise in the development of a wide range of technological solutions.
Galapagos Federal Systems, LLC is an equal opportunity employer.
Our service commitment is simple - "Quality IT Solutions.
.
.
On Time & On Budget.
" Company Employment Statement Galapagos Federal Systems, LLC reserves the right to change or modify job duties and assignments at any time.
The above job description is not all encompassing as positions, functions, and qualifications may vary depending on business needs.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Galapagos Federal Systems, LLC is an equal opportunity employer and does not discriminate against applicants based on race, color, creed, religion, medical condition, legally protected genetic information, national origin, sex (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status or legally protected characteristics.
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Sign up now! Join Our Talent Network! Job Snapshot Employee Type Full-Time Location Kapolei, HI (Onsite) Job Type Government, Information Technology, Installation - Maint - Repair Experience Not Specified Date Posted 12/12/2023