Help Desk II with Security Clearance

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Job description

OUR COMPANY REVOLVES AROUND MISSION-DRIVEN ENGINEERING At Lucayan Technology Solutions LLC, we strive to solve our customer's hardest problems. Our highly focused customer-centric approach is crucial to our customer's success and ultimately ours. We aim to be a breath of fresh air: and be the most innovative organization in the Government contracting space. Sounds cliche? No worries the proof is in the pudding. To get there, we need exceptionally talented, bright, and driven people. Join us if you'd like to be a part of our journey. Right here, right now, this is your chance to make history and put a ding in the universe. Lucayan Technology Solutions is hiring HELPDESK II to support the Asia-Pacific Center for Security (APCSS) located in Honolulu, Hawaii. Qualifications: Minimum of 3 years of experience in IT support, with focus on advanced troubleshooting In-depth knowledge of IT systems, networks, and troubleshooting techniques. Information Assurance Technician (IAT) Level II Certification Ability to handle escalated issues and provide mentoring to Level 1 personnel Experience with IT Service Management platforms Primary Duties: Handle escalated issues from Level 1 Help Desk, including more complex hardware, software, and network problems. Perform in-depth troubleshooting and diagnostics to identify and resolve underlying issues. Coordinate with third-party vendors and service providers for advanced support and warranty services. Provide support for server and network infrastructure, including troubleshooting connectivity issues, server failures, and network performance problems. Assist with the configuration and management of network devices such as routers, switches, and firewalls. Monitor network performance and security, addressing issues as they arise. Manage user accounts, including creation, modification, and deletion in Active Directory and other systems. Assist with access control, permissions, and security group assignments to ensure proper access levels for users. Resolve complex login issues and perform password resets for higher-level systems and applications. Provide advanced support for enterprise software applications, including installation, configuration, and troubleshooting. Assist with software updates, patches, and upgrades to ensure compatibility and security. Work with application owners to address performance issues and improve user experience. Provide advanced technical support during events to ensure smooth operation of IT systems and connectivity. Troubleshoot and resolve any IT issues that arise during events to minimize disruptions. Assist with the setup and configuration of specialized equipment required for events. Create and maintain detailed documentation for complex issues, solutions, and procedures. Develop and update knowledge base articles to assist Level 1 Help Desk and end-users. Document system configurations, changes, and troubleshooting steps for future reference. Provide training and mentorship to Level 1 Help Desk staff, helping them develop their technical skills and knowledge. Conduct regular knowledge-sharing sessions and workshops to keep the team updated on new technologies and procedures. Participate in incident management processes, ensuring timely resolution of critical issues and minimizing downtime. Conduct root cause analysis for recurring problems and implement permanent solutions to prevent future occurrences. Collaborate with other IT teams and departments to address cross-functional issues and improve overall IT service quality. Monitor help desk performance metrics, such as ticket resolution times, user satisfaction, and system uptime. Generate detailed reports on help desk activities, identifying trends and areas for improvement. Provide recommendations for process improvements and technology enhancements based on performance data. Clearance: Secret

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