Help Desk Support Specialist

Job Summary:

Sohum Systems is seeking a Help Desk Specialist to support the NAVFAC Information Technology Center (NITC), 24 x 7x 365 on-site operations desk located in Port Hueneme, CA. The Help Desk Specialist is responsible for providing technical assistance and support to end-users, ensuring prompt and effective problem resolution. This position plays a crucial role in maintaining, reviewing, disseminating information to NAVFAC CIO Help Desks and Worldwide customers, and recommend improvements to existing procedures.

Key Responsibilities:

• Receive, escalate and or resolve incidents as appropriate and document incidents in the Customer Service Desk designated support tracking system (STS) or other Government ticketing
• Provide up-to-date status and information, participate in events and incidents, and advise NAVFAC NITC Help Desk and worldwide customers of events and incidents that effect
• Analyze, provide detailed documentation, escalate, coordinate, follow-up, and closeout incidents for the NAVFAC/NITC Enterprise Helpdesk using the designated incident tracking system (STS).
• Publish via email to NAVFAC community technical alerts, bulletins, announcement and notifications regarding planned and unplanned events, maintenance, sustainment and
• Documented procedures reviewed and updated annually and as required due to changes or the addition of new procedures per the record of
• Monitor facility environmental controls (security, fire, power, HVAC and water detection), initiating actions to resolve control alarms/alerts, and providing facility assistance as needed.

Job Duties:

1. User Support:

• Respond to user inquiries and provide technical assistance via phone, email, or in-person.
• Diagnose and troubleshoot hardware, software, and network-related issues.
• Guide users through step-by-step solutions and document problem resolution steps.

1. Ticket Management:

• Utilize a ticketing system to log, prioritize, and track support requests.
• Ensure timely resolution of open tickets and escalate issues as needed.
• Maintain accurate and up-to-date records of support interactions.

1. Hardware and Software Maintenance:

• Install, configure, and upgrade hardware and software components.
• Collaborate with vendors to resolve issues and coordinate repairs.
• Conduct routine maintenance activities to ensure optimal system performance.

1. User Training:

• Provide basic training to end-users on software and hardware usage.
• Create and update user documentation to facilitate self-help.

1. Security and Compliance:

• Implement and enforce IT security policies and procedures.
• Stay informed about cybersecurity threats and assist in educating users.
• Ensure compliance with relevant regulations and standards.

1. Collaboration:

• Collaborate with other IT team members to resolve complex issues.
• Communicate effectively with users and team members to facilitate problem resolution.

1. Continuous Improvement:

• Identify recurring issues and recommend improvements to prevent future incidents.
• Stay current with industry trends and technologies to enhance support capabilities.

Qualifications:

• High School Diploma
• Previous experience in a Help Desk or technical support role is desirable but not required.
• Familiarity in troubleshooting Windows and/or macOS environments.
• Knowledge of Microsoft Office Suite and other common business applications.
• Familiarity with networking concepts and protocols.
• Experience with remote desktop support tools.
• Must be eligible for a Secret Clearance
• CompTIA Security+ Certification or ability to obtain within 45 days of hiring

Certifications: Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent are a plus.