Computer User Support Technician

Job Purpose

To provide Video Teleconferencing (VTC) Systems support services that include SOP development support, inventory support , subject matter expertise support , device support, and account accessing. To increase the infrastructure support capabilities for personnel and provide shore-based support services. The Systems Administrator provides: Information Technology Purchase Request (ITPR) Support, Risk Management Framework Support, Command Video Teleconferencing (VTC) systems support, command phone program support, command cable TV and commercial Internet support. The Computer User Support Technician will create, document, and support a Risk Management Framework that is DoD Compliant and maintain cybersecurity architecture of centrally managed programs and perform site surveys for Authority to Operate.

Duties and Responsibilities

• Perform tracking, inventory functions, and scheduling for classified and unclassified command VTC systems.
• Document, update, and maintain processes, policies, and instructions to support command users with VTC functions.
• Develop and maintain the VTC schedule and coordinate trouble tickets, repairs, and upgrades.
• Report findings, trends, cost information, and analysis to CNSP CIO/D-CIO and designated POC’s.
• Perform tracking, inventory functions, and trouble tickets.
• Develop procedures and documentations to assist in user self-sufficiency and operations.
• Track and record of invoices related to command cable TV and commercial internet cost and functions.
• Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced.
• Report Findings, trends, cost information and analysis.
• Perform tracking and recording of invoices related to command cable TV and commercial Internet cost and functions.
• Consult user guides, technical manuals and other documents to research and implement solutions.
• Reproduce, diagnose, and resolve technical problems encountered by users.
• Provide advice and training to users in response to identified difficulties.
• Provide business systems, network, and Internet support to users in response to identified difficulties.
• Collect, organize, and maintain a problem and solutions log for use by other technical support analysts.
• Perform other job-related duties as assigned.

Qualifications

Minimum Education & Experience:

• Must possess a minimum of 1-2 years’ experience as telecommunications specialist, IT support, or similar.
• Proficient using MS Office Suite (i.e., Word, Excel, PowerPoint, Access, and Outlook).
• Excellent problem solving, decision-making and troubleshooting skills.
• Ability to provide technical support and guidance.
• Shall be able to lift materials up to 50 lbs., and perform squatting, kneeling, and extended standing.
• Excellent organizational skills, attention to detail, and sound skills in written and oral communication.
• Team player with customer service orientation.

About Alakaʻi Services Group Inc. / Poʻe Hana Group, Inc.

Alaka‘i Services Group Inc. (ASGI), a subsidiary of the Alaka‘i Foundation Group Inc., is a Native Hawaiian Organization (NHO)-Owned Small Business serving the U.S. Department of Defense and other Federal Government Clients.

Headquartered in Honolulu, Hawaii, Poʻe Hana Group, Inc. (PGI) is a talent management, staffing, and administrative support services company. PGI specializes in providing HR and administrative services to the Alakaʻi family of NHO companies.

PGI is an Equal Opportunity Employer and strives to provide equal employment opportunity to all applicants and staff in accordance with sound employee relations practices and federal and state laws. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, marital status, ancestry, genetic information, pregnancy status, or any other characteristic protected by law.