End User Specialist II

The Alaka’ina Foundation Family of Companies (FOCs) is looking for an End User Specialist II to support our government customer out of Maui, Hawai'i.

DESCRIPTION OF RESPONSIBILITIES:

• Ensure the Communications Focal Point (CFP) is manned during business hours and able to cover all locations, excluding Federal Holidays and pre-authorized closures.
• Fill in for CFP Lead during extended leave or absences.
• Respond to support calls, emails, tickets, and outages from 15 SPSS customers for core communications systems, networks, and services.
• Ensure all incidents and requests are documented and tracked in Service Now.
• Review all Service Now tickets, to include Incidents and Requests within 24 hours of notification and record action within 72 hours.
• Provide or assist with end-to-end troubleshooting for NIPRNet, SIPRNet, and JWICS connections, services, VTC and voice systems.
• Remotely troubleshoot and resolve end user support tickets and work orders. If on-site repair is required, ensure tickets are properly routed to the proper technician for response and resolution.
• Create and manage user accounts and devices in Active Directory for SIPRNET users.   Create, route, and track tickets for creation and management of NIPR and JWICS user accounts and devices.
• Assist with management of distribution groups through ESD Portal.
• Perform client system software patching for vulnerabilities identified via ACAS scans with guidance provided by ISSO, Cyber Security Office, or MAJCOM.
• Troubleshoot and repair failed automated patching on client systems.
• Maintain 1297 records for all desktops/laptops issued.  Ensure 1297 tracker is accurate and up to date.  Coordinate with ITAM/Logistics to ensure DPAS records align with 1297 tracker.
• Maintain the CUCM database for each location to include performing telephone upgrades, relocation, and removal.
• Image all desktops/laptops with AF Standard Desktop Configuration (SDC) to include standalone devices prior to connection to the network.
• Install and maintain essential software licenses for operations.
• Install and manage standalone and network MFD printers to include certificate management, ink replacement, troubleshooting, and coordination with vendor for repairs.
• Maintain active privileged user accounts for NIPR, SIPR, and JWICS networks.
• Perform duties of the primary base Local Registration Authority (LRA) for NIPRNet and SIPRNet Common Access Card (CAC) token creation and issuance.  Ensure proper documentation IAW applicable LRA roles and regulations (AFI 17-130).
• Assist with issuing base LMRs (excluding SF LMRs), basic troubleshooting of LMR equipment, and coordination with sub-contracted vendor support for issues outside of scope.
• Identify and assist with the collection and preparation of equipment for DRMO working in conjunction with the IT Asset Management Program Manager and Logistics Center.
• Provide coordinated escort for sub-contractors and visitors performing work pertaining to core communications systems and networks.
• Respond to emergencies affecting critical services outside regular business hours as needed/directed by the Kupono IT Manager or Program Manager.
• Assist qualified on-site technicians to provide configuration, installation, monitoring, troubleshooting, repair, preventative, and corrective maintenance for all core communications systems and network infrastructure.
• Assist qualified on-site technicians to provide change management, software patching, administrative support, troubleshooting, and repair for 15SPSS communications systems encompassing the operational network.
• Support all inspections within area of responsibility (i.e., Command Cyber Readiness Inspections (CCRIs), Inspector General (IG) visits and actively support Unit Self-Assessments Program and MICT checklist(s) assignment.)
• Other duties as assigned by Supervisor.

REQUIRED DEGREE/EDUCATION/CERTIFICATION:

• Security CE certification or above
• Associates degree in an IT related field preferred.

REQUIRED SKILLS AND EXPERIENCE:

Minimum of 2 years' experience in a help desk role supporting a DoD installation.

REQUIRED CITIZENSHIP AND CLEARANCE:

• Must be a U.S. Citizen
• Must have an active DoD Secret clearance, must be willing and able to obtain and maintain a TS/SCI clearance.

The Alaka`ina Foundation Family of Companies (FOCs) is a fast-growing government service provider. Employees enjoy competitive salaries. Eligible employees enjoy a 401K plan with company match; medical, dental, disability, and life insurance coverage; tuition reimbursement; paid time off; and 11 paid holidays.

We are an Equal Opportunity/Affirmative Action Employer. We are proud to state that we do not discriminate in employment decisions on the basis of race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. If you are a person with a disability and you need an accommodation during the application process, please click here to request accommodation. We E-Verify all employees.

The Alaka`ina Foundation Family of Companies (FOCs) is comprised of industry-recognized government service firms designated as Native Hawaiian Organization (NHO)-owned and 8(a) certified businesses. The Family of Companies (FOCs) includes Ke`aki Technologies, Laulima Government Solutions, Kūpono Government Services, and Kāpili Services, Po`okela Solutions, Kīkaha Solutions, LLC, and Pololei Solutions, LLC. Alaka`ina Foundation activities principally benefit the youth of Hawaii through charitable efforts which includes providing innovative educational programs that combine leadership, science & technology, and environmental stewardship.

For additional information, please visit www.alakainafoundation.com

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