Information Technology (IT) Manager – Intermediate

Job Title: Information Technology (IT) Manager – Intermediate -4371 Job Location: Oahu, Hawaii 96707 96786 96759 Job Summary Galapagos Federal Systems LLC is looking for an enthusiastic, well-qualified individual to fill the Intermediate Information Technology (IT) Manager position and to join our team of qualified, diverse individuals.
As an Intermediate Information Technology (IT) Manager, your pivotal role encompasses the comprehensive review, assignment, and distribution of work tickets across all queues managed by the Computer Help Desk.
Additionally, you will actively contribute to knowledge enhancement by developing insightful Knowledge Base (KB) articles and crafting effective Standard Operating Procedures (SOP) for both GSC and the local Help Desk.
Your commitment extends to providing a monthly summary detailing additions, modifications, and deletions within the knowledge repository.
Furthermore, as the Intermediate IT Manager, you will bring precision to ticket management by diligently reviewing, redirecting, and remediating misrouted tickets.
This involves leveraging your expertise to scrutinize KBs, initiating Quality Assurance tickets with GSC, and collaborating seamlessly with various IMD sections to optimize ticket workflows.
Your role is not just about ticket management but actively shaping and improving the knowledge base and operational procedures for a more streamlined and efficient Help Desk operation.
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 Hold IAT Level I certification and bring three years of hands-on experience in effectively managing Help Desk operations of comparable dollar value and complexity, employing a meticulous IT workflow process across multiple integrated systems Oversee the maintenance of all IM/IT systems, equipment, and infrastructure situated at the WOMH clinic Coordinate and provide touch labor support, collaborating with TAMC IMD sections and Defense Health Agency (DHA) technical support personnel, for various systems, including the QFlow patient queuing system, Parata Pharmacy System, AVAYA VoIP voice switch, and more Ensure compliance with vendor maintenance contracts, adhering to government guidance on break/fix repairs and system upgrades Monitor and report leased circuit and equipment outages affecting IT operations at the clinic, resolving issues either remotely or by traveling to WOMH, meeting SLA requirements with a minimum of one day per week on-site Support, sustain, and ensure the operations of automated electronic systems and applications used in Telehealth and Tele behavioral Health operations at TAMC Resolve incidents for direct patient care Telehealth VTC sessions, encompassing various platforms such as Cisco Systems, Microsoft TEAMS, and the DISA Global Video System.
Address issues within 30 minutes during normal business hours and track and resolve any remaining problems within two business days Assist in the coordination and deployment of new and lifecycle Telehealth systems at TAMC and other Oahu clinics, ensuring equipment delivery and receipt to other regional clinics Provide monthly reports on incidents, average solution time, and equipment status to Tele behavioral Health coordinators.
Deliver training to users on the operations of VTC equipment upon request Coordinate with TAMC IMD sections, MEDCOM, and DHA technical support personnel to troubleshoot TBH IT operations and functions Track and elevate unresolved issues within 1 business day, coordinating with equipment manufacturers and vendors when necessary Assist with the setup and deployment of VTC Systems and peripherals supporting provider or patient Telehealth encounters.
Coordinate connectivity for VTC Suites used in Telehealth consultations, potentially requiring travel to remote facilities on the island of Oahu Set up and coordinate VTC sessions for the TB Clinic, providing user training on supported IT/VTC systems and maintaining regular communication with supported clinics for feedback Maintain a detailed inventory of Telehealth VTC systems, track warranty and maintenance support expirations, and provide monthly reports on activities conducted Create and maintain comprehensive Standard Operating Procedures documentation to ensure operational efficiency Education / Certifications GSEC or Security + or SCNP or SSCP SSCP or A+ CE or CCNA Security or Network+CE CompTIA A+, CompTIA Network+, or ITIL (preferred) Information Assurance Technical (IAT) Level I & Level II (preferred) 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, Management Experience Not Specified Date Posted 01/25/2024