Tech Support Analyst - Hybrid - Honolulu

Profile

THIS POSITION IS HYBRID - It will be 95% Remote/Work at Home; however candidates must live on OAHU and be able to report on-site 8-15 days per year to the Honolulu office. On-site days may be unplanned and immediate need, as required.

US Citizenship REQUIRED - Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Veterans, Reservists, Guardsmen and military family members are encouraged to apply!

Under direction (close or minimal DOE), performs technical, administrative and professional support of Tri West's desktop computers and attached peripherals. Performs preliminary analysis/troubleshooting, system monitoring of desktops solutions, daily maintenance, and support. Provides support for diverse hardware, software, and equipment issues and problems, and service or maintenance for desktop equipment and systems. Solves routine problems of moderate scope and complexity following established policies and procedures.

Develops solution to a variety of problems of moderate scope and complexity, referring to policies and practices for guidance. Applies expertise with troubleshooting the following:
Customer Support desktop software (Operating System and Applications), desktop hardware (desktops, laptops, and tablets), Personal Digital Assistants (PDAs), and desktop and network printers. Functions with knowledge of:
Microsoft desktop operating systems, basic computer networking, the OSI model, TCP/IP basics, understanding of common computer viruses, basic network and system administration, and the foundation of basic network security.

• High School Diploma or GED
• 2+ years of customer service experience
• U.S. Citizenship – if assigned to TRICARE contract
• Must be able to receive a favorable interim and adjudicated final Department of Defense (DoD) background investigation – if assigned to TRICARE contract
• Personal computer, Microsoft Server, networking and operations experience
• Experience in analyzing operations, including project management through implementation and support

• Associates Degree (AA or AAS) in Business, Computer Science, Engineering or related field or equivalent combination of education and experience
• A+, Helpdesk, or Microsoft Certified Desktop Support Technician
• 2+ years technical experience with telephone systems/software

• Functions as a technical resource and Subject Matter Expert for the resolution of routine to moderate desktop problems.
• Consistently follows standard troubleshooting steps to resolve problems. Documents and evaluates incidents and problems on the various desktop systems.
• Executes routine tasks and accepts and resolves escalated support issues from end users.
• Answers Help Desk calls to the Service Center 60% of the time.
• Works on and resolves open Service Desk tickets 30% of the time.
• Supports other technical support activities 10% of the time.
• Interfaces with client departments on desktops issues.

Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, Tri West Intranet, the Internet, and department software applications.

Coping / Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.

Independent Thinking / Self-Initiative: Critical thinkers with ability to focus on things which matter most to achieving outcomes; commitment to task to produce outcomes without direction and to find necessary resources.

Multi-Tasking / Time Management: Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.

Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues.

Technical

Skills:

General knowledge of technology impact on business outcomes; general knowledge of Microsoft server principals and support, data communication architectures, design, and support; basic understanding of project management tools and techniques…