Help Desk Adm (Level 1)

Position Title: Help Desk Admin (Level 1)

Company: ACT1 Federal

Location: Honolulu, Hawaii

About ACT1: ACT1 Federal advances our Nation’s and Allies’ missions by taking ACTION! We provide mission operations support, technical services, and innovative solutions by leveraging our talented workforce. By doing so, we are making the world a better, safe and more productive and inclusive place.

Job Description: The Help Desk Admin (Level 1) will provide basic IT issue resolution, hardware and software setup, and user support, and address the diverse IT needs of Daniel K. Inouye Asia Pacific Center for Strategic Studies staff, faculty, and participants.

**THIS POSITION IS CONTINGENT UPON CONTRACT AWARD**

Responsibilities:

• Provide first-line support for basic IT issues. The Level 1 Admin will ensure reliable IT operations, provide consistent and dependable IT support to maintain the Center's daily operations without interruption.
• Implement and maintain robust security measures to protect sensitive data and IT systems from threats.
• Ensure the network infrastructure operates efficiently, with minimal downtime and optimal performance.
• Design and implement scalable IT solutions to accommodate the Center's growth and evolving technological needs.
• Provide timely and effective support to users, enabling them to perform their roles efficiently.
• User Support and Issue Resolution: Provide first-line support for IT issues via phone, ITSM, email, or in-person. Troubleshoot and resolve basic hardware, software, and network issues. Assist users with login issues, password resets, and account lockouts. Document all user interactions and issues in the ticketing system, ensuring accurate and detailed records.
• Ticket Management: Log, categorize, and prioritize incoming support requests based on severity and impact. Assign tickets to appropriate Level 2 support if issues cannot be resolved at Level Monitor ticket status and follow up with users to ensure timely resolution and customer satisfaction. Close tickets with detailed resolution notes once issues are resolved.
• Software and Hardware Support: Provide basic support for operating systems (Windows, macOS), standard office applications (e.g. Microsoft Office Suite), and common enterprise software. Assist with the installation, configuration, and troubleshooting of desktop hardware, peripherals, and software. Maintain an inventory of frequently used spare parts and replacement components to expedite hardware repairs.
• User Training and Education: Offer basic training and guidance to users on common IT tasks, such as email usage, file management, and safe internet practices. Develop and distribute user guides and FAQs for frequently encountered issues. Provide training to staff/faculty on the use of Seminar Room technology and equipment.
• Event Support: Provide direct support for events such as courses and workshops by issuing laptops to participants. Assist students with connecting to the Learning Management System (LMS) and connecting their personal devices to the guest wireless network. Collect devices at the end of each event and ensure they are properly stored and maintained.
• System Monitoring and Maintenance: Perform routine checks and maintenance on user workstations to ensure optimal performance. Install and update antivirus software and ensure that all workstations have the latest security patches and updates.
• Escalation Procedures: Establish clear escalation procedures for issues that cannot be resolved at Level Work closely with Level 2 support to ensure smooth handover and effective issue resolution.
• Performance Reporting: Generate regular reports on help desk performance, including metrics such as response time, resolution time, and user satisfaction. Identify trends and common issues to proactively address and improve overall service quality.

Requirements

• Minimum of one (1) year of experience in IT Support or Help Desk roles.

• Basic knowledge of IT Systems, hardware, and software troubleshooting tools.

• Information Assurance Technician (IAT) Level II and CompTIA A+ or equivalent certifications required.

• Active Secret Clearance required.

Benefits

·       Medical/Dental/Vision Insurance

·       ACT1 Employee Stock Ownership Plan (ESOP)

·       Company Paid Life and AD&D Insurance

·       Company Paid Short-Term Disability

·       Voluntary Long-Term Disability

·       Flexible Spending Account (FSA)

·       Health Savings Account (HSA)

·       401K with employer match

·       Paid Time Off

·       Paid Holidays

·       Parental Leave

·       Military Leave

·       Education, Training & Professional Development

·       Voluntary Accidental Injury/Critical Illness/Hospital Care

·       Voluntary Pet Insurance, Legal Resources, and Identity Protection

https://act1federal.com/careers/

The likely salary range for this position is $35,000 - $45,000. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Equal Opportunity Statement: ACT1 Federal is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.