C3El6mo ago

Senior Help Desk Manager

Fort Shafter Flatssenior

OtherHelp Desk

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Key Responsibilities

Lead and manage Tier I–III Help Desk operations supporting SIPR, NIPR, and CENTRIX networks.

Requirements Summary

C3EL is seeking a cleared Senior Help Desk Manager to join our on-site team at Fort Shafter Flats in Honolulu, Hawaii.

Technical Tools

OtherHelp Desk

~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.

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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.)

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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.