This site uses cookies. To find out more, see our Cookies Policy

Help Desk Support Service Specialist - Senior in Rock Island, IL at NOK-KaiHonua

Date Posted: 1/7/2019

Job Snapshot

Job Description

Location:  Rock Island Arsenal, Rock Island, IL

Job Summary:

KaiHonua, LLC has an immediate opening for a Help Desk Support Service Specialist. The Help Desk Support Service Specialist manages the VIP Tier II help desk team and provides senior level oversight to VIP customers.  He/she assesses and troubleshoots computer support problems and applies understanding of computer software and hardware products and services to resolve problems of users; provides assistance to VIP users and organizations using computer software or equipment; expected to properly diagnose problems and guide users through problem resolution; set up, image or repair computer equipment and related devices; train users to utilize new computer hardware or software, including printing, installation, word processing, and email; respond to phone, web, fax and email requests for assistance using remote tools and automated trouble ticketing system; make VIP site visits to provide touch labor and provides account management.

Essential Duties and Responsibilities: (Not listed in order of importance; other duties may be assigned) and must be able to perform the following with minimal guidance:

  • Provides Tier II support to users by researching, diagnosing, and resolving technical problems involving both business and IT related technical issues with end-user computer technology.
  • Provide Local Touch Labor Services to include installation, troubleshooting, repairing, and software updates, security updates, vendor patches (service packs, service releases), etc., when electronic application means do not exist.
  • Provide technical services in support of Army systems sustained  regarding the networking, hardware and software security, configuration, other technical compliance requirements
  • Research and recommend IT equipment and design methodologies to comply with new cyber requirements identified by DoD and/or HQDA
  • Assist in the analysis, troubleshooting, resolution technical issues to support unique system sustainment requirements
  • Capable of installing and configuring System software applications
  • Candidate must be computer literate and have knowledge of system connectivity, network operation, architecture, operating systems and databases. A working knowledge of IT terminology and security concepts is desired
  • Candidate must have the ability to work with customers on the phone, troubleshooting issues and providing telephonic training to the customer
  • Candidate must have the capability of analyzing system vulnerability analysis, providing detailed and accurate documentation on system remediation (have good speaking and writing skills)
  • Candidate must be able to assist with developing and validating functional and technical requirements and work effectively with the next higher level of help desk support (Tier III)

Job Requirements


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

  • Associates Degree in Computer Science, Information Technology, or related discipline
  • 5+ years of experience performing the duties of a Help Desk Support
  • Must possess and maintain an IT-I level certification IAW AR 25-2 and an IAT I certificaitons IAW DoD 8570.01-M and BBP 05-PR-M- 0002
  • Secret Clearance


  • Ability to organize, prioritize and meet deadlines
  • Capable of conveying complex information in a simplistic manner
  • Strong critical thinking and problem solving skills
  • Strong self-starter requiring minimal supervision
  • Able to take proactive measures to prevent problems rather than reactive by nature
  • Strong verbal and written communication to effectively express concepts, plans, and proposals

Security Clearance:

Position requires a Secret clearance