Desktop Support Specialist

The Alaka`ina Foundation Family of Companies (FOCs) is looking for a Desktop Support Specialist to provide research support administration services for our government customer in San Diego, California.

DESCRIPTION OF RESPONSIBILITIES

User Access and Account Management support, to include the following: Maintain security group and account access management for onboarding and offboarding NMOTC staff and students. Maintain building access controls and user enrollments by CAC. Manage user permissions and GFUD distribution list account controls. Assist gaining staff members with SAAR submission procedures for system account creation and first‑time account login. Complete DEPO Entitlement actions to provision and entitle user DHA MED365 Email and TEAMS accounts, manage creation and deletion of all distribution groups, organizational mailbox, and organizational calendars. Ensure incident response time is less than 30 min to assess the issue, less than 8 hours to contact staff member for resolution, all reporting is successfully completed, and Service Now documented in the ticket notes section. Assist users in gaining access to remote access applications, install required software, train users, and resolve technical issues. Support the deployment, desk side support, and asset management activities of IT End User devices (desktops, laptops, mobiles, display systems, etc) across all IT environments and networks. Break Fix Ticket Resolution, to include the following: Provide Tier 2 desktop support to ensure incident resolution process is effectively executed by resolving help‑desk tickets submitted by users via Service Now (the DHA help‑desk ticketing system) to track progress and document final resolution. Investigate and document technical malfunctions to determine cause, define the problem and initiate corrective action. Provide in‑person and/or remote hardware, software, operating system, and software support to NMOTC staff and students. Provide technical support for multi‑functional print units and manage ordering and installation of consumables as needed. Apply IT hardware and software management principles, methods and procedures for troubleshooting issues, email account management, audio/video/web tele‑conferencing capabilities and smart‑phone technology. Troubleshoot technical issues during deployment of all Microsoft Windows operating system upgrades. Perform onsite support of workstation/laptop/tablet installation and setup of all classroom equipment. Provide desktop support and manage the break/fix process to resolve technical issues. Collaborate with other IT service providers for the delivery of all IT Service Area deliverables supporting the activities associated with the maintenance and repair of all IT hardware and software to include all "Break/Fix" services. IT Equipment Management, to include the following: Collaborate with Endpoint Configuration Specialist for appropriate DHA workstation image to configure and maintain all desktops and laptop inventory. Complete custody forms for issuance of all IT equipment, accurately update asset tracking documentation as needed and follow appropriate deprovision procedures for end‑of‑life equipment to be staged for DRMO. Perform inventory of all NMOTC enterprise assets and provide tracking documentation to NMOTC IT Operations team. Site Specific Support, to include the following: ASTC Norfolk requires share drive server backup tapes to be changed out the first week of each month. Other duties as assigned by Supervisor.

REQUIRED DEGREE/EDUCATION/CERTIFICATION

High School Diploma Security+ certification

REQUIRED SKILLS AND EXPERIENCE

3 yrs of desktop support experience.

REQUIRED CITIZENSHIP AND CLEARANCE

U.S. Citizen Must have an active SECRET clearance. The Alaka`ina Foundation Family of Companies (FOCs) is a fast‑growing government service provider. Employees enjoy competitive salaries. Eligible employees enjoy a 401K plan with company match; medical, dental, disability, and life insurance coverage; tuition reimbursement; paid time off; and 11 paid holidays. We are an Equal Opportunity/Affirmative Action Employer of individuals with disabilities and veterans. We are proud to state that we do not illegally discriminate in employment decisions on the basis of any protected categories. If you are a person with a disability and you need an accommodation during the application process, please click here to request accommodation. We E‑Verify all employees.

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