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Help Desk Level 3 Jobs in Hawaii (NOW HIRING)

C3EL

Senior Help Desk Manager

Honolulu, HI · On-site

... 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)

C3EL

... 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)

Peraton

$80K - $128K/yr

The purpose of the Special Operations Forces Information Technology Enterprise Contract (SITEC) 3 ... Compliance with DoW 8140 under the Work Role Code 411 - Intermediate level or higher. Must be ...

Peraton

$80K - $128K/yr

The purpose of the Special Operations Forces Information Technology Enterprise Contract (SITEC) 3 ... Compliance with DoW 8140 under the Work Role Code 411 - Intermediate level or higher. Must be ...

Peraton

$80K - $128K/yr

The purpose of the Special Operations Forces Information Technology Enterprise Contract (SITEC) 3 ... Compliance with DoW 8140 under the Work Role Code 411 - Intermediate level or higher. Must be ...

Akima

$34.46 - $39.27/hr

ASE is seeking a Help Desk Technician for a temporary night-shift position in Honolulu, HI, with ... The technician also supports distinguished visitors and command-level special events and manages ...

Akima

$33.32 - $38.13/hr

The Help Desk Technician serves as part of a key Command, Control, Communications, and Cyber (C4 ... The technician also supports distinguished visitors and command-level special events and manages ...

Chaminade

Network and Systems Administrator

Honolulu, HI · On-site

$75 - $80/hr

Help Desk & Technical Support (Level 2 Escalation) * Provides second-tier (Level 2) technical support for network-related help desk tickets escalated from Level 1 Service Desk staff. * Troubleshoots ...

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Help Desk Level 3 information

See Hawaii salary details

$13

$24

$35

How much do help desk level 3 jobs pay per hour?

As of Sep 2, 2026, the average hourly pay for help desk level 3 in Hawaii is $24.05, according to ZipRecruiter salary data. Most workers in this role earn between $20.00 and $26.97 per hour, depending on experience, location, and employer.

What is a Help Desk Level 3?

Help Desk Level 3 technicians are advanced IT support professionals who handle the most complex technical issues that cannot be resolved by lower-level support staff. They possess deep expertise in troubleshooting, system administration, and often work directly with software and hardware vendors to resolve critical problems. Level 3 technicians also create documentation, implement fixes, and may provide guidance to Level 1 and Level 2 support personnel. Their role is essential for maintaining seamless IT operations and ensuring system reliability for organizations.

How does a Help Desk Level 3 professional typically interact with other IT teams within an organization?

Help Desk Level 3 professionals regularly collaborate with other IT teams, such as network administrators, security specialists, and development teams, to resolve complex technical issues that go beyond standard troubleshooting. They often act as escalation points for Level 1 and 2 support staff, providing in-depth analysis and solutions. This role requires clear communication skills to relay technical information and coordinate multi-team efforts, ensuring that issues are resolved efficiently and that knowledge is shared across the organization.

What are the key skills and qualifications needed to thrive as a Help Desk Level 3, and why are they important?

To thrive as a Help Desk Level 3 technician, you need advanced troubleshooting abilities, strong technical knowledge across operating systems and networks, and typically an associate’s or bachelor’s degree in IT or related certifications such as CompTIA A+, Network+, or Microsoft certifications. Proficiency with ticketing systems, remote desktop tools, and diagnostic utilities is also essential. Exceptional problem-solving skills, patience, and effective communication set top performers apart in this role. These skills are crucial for resolving complex issues efficiently, ensuring seamless IT operations, and providing high-level support to end users.

What is the difference between Help Desk Level 3 vs Help Desk Level 2?

AspectHelp Desk Level 3Help Desk Level 2
CredentialsTypically requires advanced certifications like CompTIA A+ or Network+; sometimes vendor-specific certificationsBasic certifications such as CompTIA A+; less specialized
Work EnvironmentHandles complex technical issues, often in a specialized or escalation roleAddresses common user issues, provides first or second level support
Employer & Industry UsageUsed in IT support teams across various industries for advanced troubleshootingCommon in help desk support roles for initial issue resolution

Help Desk Level 3 professionals handle complex technical problems requiring advanced knowledge, often serving as escalation points. In contrast, Help Desk Level 2 staff resolve more routine issues and escalate complex cases. The main difference lies in expertise, certification requirements, and the complexity of issues managed.

Help Desk Level 3 jobs near you

Senior Help Desk Manager

C3EL

Honolulu, HI • On-site

Full-time

Re-posted 15 days ago

Job description

**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.)

Description:

C3EL is seeking a cleared Senior Help Desk Manager to join our on-site team at Fort Shafter Flats in Honolulu, Hawaii. This position is responsible for managing and providing leadership to a tiered Help Desk team supporting multi-classification network environments. The Senior Help Desk Manager will oversee daily IT support operations, ensure service level compliance, and provide expert troubleshooting across hardware, software, and network systems in support of Department of Defense missions.

Responsibilities will include, but not be limited to:

  • 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.
 Minimum Qualifications:
  • 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.)
Preferred Qualifications:
  • 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.
Education:
  •  A minimum of a High School diploma or equivalent is required.