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C3EL

Senior Help Desk Manager

Honolulu, HI · On-site

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 ...

Maven LLC

Jr. SCCM Consultant

Columbus, OH · On-site

Is responsible for collaborating with ITRS on deployment strategies and script automation. Creates packages and reports back to management on successful deployment and requirements. Responsibilities:

Munich Re

Senior IT Risk Officer

Hartford, CT · On-site

$45.50 - $60.50/hr

For the section "ITRS Global Security Operations Center" (IT1.7.6) in the IT Tower "ITRS" of the central division IT, we are looking for a qualified individual as an Senior IT Risk Technical ...

New

TP ICAP

Front Office Support Engineer

New York, NY · On-site

Experience with industry-standard monitoring tools (ITRS, Prometheus or similar) * Familiarity with industry-standard monitoring tools (e.g., ITRS). * ServiceNow, Control-M and Elastic (ELK stack ...

Apex Systems

Production Support Engineer

Chicago, IL

$63 - $68.26/hr

Utilize framework tools such as ITSM, ITRS, JIRA, DynaTrace, and Splunk for updates and reporting. * Conduct incident management, providing user notifications and managing escalations. * Perform ...

Apex Systems

Production Support Engineer

Chicago, IL · On-site

$63 - $68.26/hr

Utilize framework tools such as ITSM, ITRS, JIRA, DynaTrace, and Splunk for updates and reporting. * Conduct incident management, providing user notifications and managing escalations. * Perform ...

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How much do itrs jobs pay per hour?

As of Jun 6, 2026, the average hourly pay for itrs in the United States is $34.97, according to ZipRecruiter salary data. Most workers in this role earn between $16.83 and $53.85 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as an ITRS (Information Technology Resource Specialist), and why are they important?

To thrive as an Information Technology Resource Specialist, you need a solid understanding of IT infrastructure, troubleshooting, and user support, typically backed by a degree in information technology or computer science. Familiarity with systems such as Active Directory, ticketing platforms, and common operating systems, along with certifications like CompTIA A+ or Microsoft Certified Solutions Expert (MCSE), is often required. Strong communication skills, problem-solving abilities, and patience are crucial soft skills for effectively resolving technical issues and supporting end users. These skills ensure efficient IT operations, minimize downtime, and enable productive collaboration within an organization.

What are ITRs?

ITRs typically refer to Information Technology Representatives or Information Technology Resources, depending on the context. IT Representatives are professionals responsible for managing, maintaining, and supporting an organization’s IT infrastructure, including hardware, software, and networks. Their duties often include troubleshooting technical issues, ensuring cybersecurity, and assisting staff with technology needs. The role is vital for ensuring smooth daily operations and implementing new tech solutions to improve efficiency.

What are some common challenges IT support specialists (ITRs) face when troubleshooting user issues, and how can these be effectively managed?

IT support specialists (ITRs) often encounter challenges such as diagnosing complex technical problems remotely, managing high volumes of support requests, and communicating effectively with users who have varying levels of technical expertise. To manage these challenges, ITRs use structured troubleshooting frameworks, prioritize requests through ticketing systems, and develop strong interpersonal skills to translate technical solutions into clear, user-friendly language. Continuous learning and collaboration with other IT team members also play a key role in resolving issues efficiently and maintaining high user satisfaction.
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Senior Help Desk Manager

Senior Help Desk Manager

C3EL

Honolulu, HI • On-site

Full-time

Posted 16 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.