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Title

IT Helpdesk Support II 

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Category Information Technology  
Description
  1. Dawson is a Native Hawaiian Organization 8(a) small business with 23 years of experience providing innovative and cost effective solutions to our clients across the globe. As part of the DAWSON Ohana, you will be provided a best-in-class benefits program that strives to ensure our great people have peace of mind when it comes to health and wellness.

POSITION SUMMARY:

We are looking for a competent Tier 2 Help Desk Technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company’s reputation and business.

POSITION RESPONSIBILITIES:

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures
  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures

IND123

 
Position Requirements

POSITION QUALIFICATIONS;

  • BA or BS degree in Computer Science preferred or relevant work experience
  • 2+ years of experience with Help Desk and Information Assurance Support
  • Must possess DoD Secret clearance. (Applicants who do not currently hold an active SECRET clearance will not be considered)
  • Tech savvy with working knowledge of office automation products, databases and remote control
  • Experience with Service Desk tools like Remedy, Systems Administration, Cloud Computing, Vulnerability Management, Malware Analysis, Incident Response is a plus
  • Possession of service desk certification such as A+ (CompTIA), HDI-CSR or ITIL Foundation Certification is a plus
 
Full-Time/Part-Time Full-Time  
Shift Rotating Days and Evenings  
Position Tier 2 Helpdesk Support  
Number of Openings 1  
Exempt/Non-Exempt Exempt  
About the Organization DAWSON is a SBA Certified Native Hawaiian Organization (NHO) 8(a) small business with over 23 years of experience providing innovative and cost-effective solutions to our clients across the globe with offices in Hawaii, Guam and throughout the Continental U.S. The company is owned by the Hawaiian Native Corporation (HNC), a non-profit organization, controlled entirely by Native Hawaiians with a mission to perpetuate the sovereignty of Native Hawaiians and positively impact the communities in which we work. The HNC's vision of community impact is carried forward by its DAWSON subsidiaries.

DAWSON's strong entrepreneurial spirit, client focus, and commitment to 'Kupono Ka Hana' - Excellence in Service - has enabled the firm to rapidly expand our service offerings and geographic breadth of capabilities with core competencies in Construction, Environmental/MMRP, Professional Services, Logistics, IT/Cybersecurity, and National Security/Intelligence. DAWSON has a staff of highly skilled personnel, in-place management systems and strategically situated offices and partners enabling us to respond to the world's emerging needs. DAWSON possesses a unique capability to deliver integrated and innovative solutions to our Federal and commercial clients and provides our federal customers facilitated contracting access through our SBA-certified NHO 8(a) status.


We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law. VEVRAA FEDERAL CONTRACTOR  

This position is currently not accepting applications.

To search for an open position, please go to http://Dawson.appone.com



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