C3El7mo ago

Senior Help Desk Manager

United States·Fort Shafter Flatssenior

OtherHelp Desk

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Quick Summary

Overview

**CONTINGENT UPON CONTRACT AWARD** Overview: Job Title: Senior Help Desk Manager Security Clearance: Secret Location : Fort Shafter Flats, HI (Due to the nature of the work and contract requirements, U.S. Citizenship is required.

Requirements Summary

Experience supporting DISA, USARPAC, and USARC IT Tiered Support Services. Extensive knowledge of Altiris Help Desk Solution, Altiris Deployment Solution, and Altiris Software Delivery environments.

Technical Tools

cybersecurity

Responsibilities

~1 min read

→Lead and manage Tier I–III Help Desk operations supporting SIPR, NIPR, and CENTRIX networks.
→Supervise Help Desk staff to ensure timely incident resolution and adherence to established Service Level Agreements (SLAs).
→Manage and track service tickets using Altiris Help Desk and Remedy systems.
→Oversee incident response, escalation procedures, and shift coverage to maintain continuous support.
→Troubleshoot and resolve complex hardware and software issues across workstations, servers, and mobile devices.
→Provide support for A/V equipment, Active Directory, and command-specific applications (ITRS, iPERMS, DTS, etc.).
→Manage OS delivery and deployment methods using Altiris Deployment Solution (DS) and SCCM.
→Support and troubleshoot USARC-specific application servers, including RCAS, RLAS, and DMO.
→Ensure compliance with DoD and organizational cybersecurity policies and procedures.
→Develop and maintain Help Desk documentation, knowledge base entries, and performance metrics.

Requirements

~1 min read

U.S. Citizenship.
An active, in-scope US Government issued Secret clearance.
Current DoD-8570 IAT Level 2 baseline certification (Security+ CE, or equivalent).
Minimum of eight (8) years of experience providing IT support services in a tiered Help Desk environment.
Extensive experience in:
- Altiris Help Desk and Remedy ticket tracking systems
- Managing Help Desk personnel and ensuring SLA compliance
- Troubleshooting within SIPR, NIPR, CENTRIX, and STAMIS environments
- Active Directory, A/V, servers, and mobile devices
- OS deployment and software delivery (Altiris DS, SCCM, etc.)
- USARC-specific systems such as RCAS, RLAS, and DMO
- Troubleshooting command applications (ITRS, iPERMS, DTS, etc.)

Experience supporting DISA, USARPAC, and USARC IT Tiered Support Services.
Extensive knowledge of Altiris Help Desk Solution, Altiris Deployment Solution, and Altiris Software Delivery environments.