Alakaʻi Services and Poe'hana Group, Inc.
3016 - Technical Support Specialist
Alakaʻi Services and Poe'hana Group, Inc., Norfolk, Virginia, United States, 23500
Job Description
Provide IT/help desk support across enterprise environments, troubleshooting systems/network issues, supporting end users, tracking incidents, and maintaining SOPs.
Key Responsibilities
Deliver help desk/IT support; troubleshoot network and system issues; support remote access.
Use common network tools (ping, traceroute, nslookup) and OS command line (ipconfig, netstat).
Apply security awareness: classification/compromise procedures, incident management processes, and data protection standards (PII/PCI/PHI).
Perform incident tracking and solution database management; utilize trouble ticketing systems to document incidents/problems/events.
Develop/maintain SOPs; support customer service and technical training delivery.
Qualifications (Citizenship, Education, Experience, Skills)
Experience: 2+ years related experience in industry, federal, or DoD IT/Help Desk support.
Skills: Networking fundamentals, IAM/PKI awareness, remote access, service desk best practices, incident analysis/trending, and strong communication/customer service.
Required DoD Systems, Tools, and Framework Experience
Office tools: Ability to document work clearly (incident/problem/event documentation) and maintain SOPs.
Scheduling/Tracking systems: Trouble ticketing system utilization plus incident tracking/solution database management.
Security/Information handling: Knowledge of information classification, compromise procedures, incident management processes, and handling data standards (PII/PCI/PHI).
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Key Responsibilities
Deliver help desk/IT support; troubleshoot network and system issues; support remote access.
Use common network tools (ping, traceroute, nslookup) and OS command line (ipconfig, netstat).
Apply security awareness: classification/compromise procedures, incident management processes, and data protection standards (PII/PCI/PHI).
Perform incident tracking and solution database management; utilize trouble ticketing systems to document incidents/problems/events.
Develop/maintain SOPs; support customer service and technical training delivery.
Qualifications (Citizenship, Education, Experience, Skills)
Experience: 2+ years related experience in industry, federal, or DoD IT/Help Desk support.
Skills: Networking fundamentals, IAM/PKI awareness, remote access, service desk best practices, incident analysis/trending, and strong communication/customer service.
Required DoD Systems, Tools, and Framework Experience
Office tools: Ability to document work clearly (incident/problem/event documentation) and maintain SOPs.
Scheduling/Tracking systems: Trouble ticketing system utilization plus incident tracking/solution database management.
Security/Information handling: Knowledge of information classification, compromise procedures, incident management processes, and handling data standards (PII/PCI/PHI).
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