Peraton requires Senior Help Desk Staff to support the Special Operation Command Information Technology Enterprise Contract (SITEC) – 3. This Location is at Camp H.M Smith, HI.

The purpose of the Special Operations Forces Information Technology Enterprise Contract (SITEC) 3 Enterprise Operations and Maintenance (EOM) Task Order (TO) is to provide USSOCOM, its Component Commands, its Theater Special Operations Commands (TSOCs), and its deployed forces with Operations and Maintenance (O&M) services to maintain Network Operations (NetOps); maintain systems and network infrastructure; provide end user and
common device support; provide configuration, change, license, and asset management; conduct training, and perform Install, Move, Add, Change (IMACs) services. The responsibilities and tasks associated with each requirement play a pivotal role to USSOCOM, the CIO/J6 organization, and ultimately the end-user who operate around the globe 24x7x365.

The Senior Help Desk Technician provides daily supervision and direction to staff members who are responsible for support to users in the areas of electronic mail, account creation and maintenance, standard desktop applications, and applications developed and deployed by the Government. Senior Help Desk requires a strong understanding of voice and data communications, LAN/WAN equipment and operations, networking, network components, vendors, and points of contact for troubleshooting hardware, software, PC, and printer problems, as well as call center support for Government programs. The Senior Help Desk technician shall provide EOC Site/Local help desk services and act as the POC for creating, responding to, and resolving end user incidents. The Sr. Technician will coordinate Incident Reports and Service Request resolutions with the proper personnel at the various site locations, while tracking resolutions from initiation to conclusion on behalf of the end user.

Duties include but are not limited to:

• Oversee helpdesk tickets creation within the IT Service Management (ITSM)
• Providing oversite and guidance with troubleshooting and repairing end user
• Providing oversite and guidance of installment and troubleshooting
• Providing oversite and guidance of staff reimaging
• Providing oversite and guidance of staff performing shared file access maintenance.
• Providing oversite and guidance of staff maintaining
• Providing oversite and guidance of staff creating
• Providing oversite and guidance of staff resetting CAC/Token
• Ensuring local registration authority capabilities are maintained.
• Overseeing information and tracking on IT Projects, ASIs, incidents, and changes that impact customers.
• Responsible for ensuring incidents are routed and/or escalated to the appropriate support
• Ensuring the escalation of tickets to other IT support groups and/or vendor support
• Some positions may require shift work and/or an ability to work a non-standard work schedule to support the USSOCOM mission

• 2 years with BS/BA; 0 years with MS/MA; 6 years with no degree
• TS/SCI and above clearance is required for this role
• DoD IAT Level II Certification required
• General experience includes background in information systems development, network operations, application performance in a client/server environment, or related fields
• Specialized experience includes the management of helpdesks in a multi-user environment, a comprehensive understanding of PC operating systems, an in-depth knowledge of network and electronic mail operations, and prior supervision of help desk
• Must have a demonstrated ability to communicate exceptionally well both orally and in writing, as well as have a positive customer service attitude

#SITEC 2024