Deskside Support Technician – Tier II Job in Honolulu, Hawaii US
Job Description:
Catapult Technology is a mid-tier Service-Disabled Veteran-Owned (SDVO) information technology and management consulting firm. As a Catapult team member, we invest in your growth and provide the resources you need to do your job better, from a positive work-life environment to a robust professional development program. We join “big company” expertise with “small company” attitude that encourages trust, teamwork, and integrity. We are looking for motivated, adaptable professionals who want to work at a company where their skills and expertise will be applied and appreciated. Look to Catapult as the next step on your career path.
Position Title: Deskside Support Technician – Tier II
Location: HONOLULU, HI
Job Description: The Deskside Support Technician provides customers with in-depth telephone and desk-side technical support for software applications, networking issues, and remote access support. Other responsibilities include installing, configuring, diagnosing, repairing, and upgrading servers, computer hardware, and equipment while ensuring their optimal performance. They document the issues reported and the resolution of these issues in the ticketing database for historical tracking and reference.
Responsibilities: • Support and maintain PC hardware and software including new computer setup, images, software installation, upgrades, preventive maintenance, and troubleshooting, as required. • Coordinate and perform server installation, troubleshooting, and repairs. • Support a LAN/WAN system using TCP/IP connectivity. • Monitor daily system backups and ensure data replication to disaster/recovery sites. • Collaborate with other server engineers, users and client managers in identifying requirements, specifications and project planning activities. • Develop work plans for projects, set deadlines, and ensure the timely and effective completion of projects for overall customer satisfaction. • Follow established protocols, procedures, and policies, and meet arranged service level agreements. • Maintain up-to-date knowledge of products and/or services, as well as help desk policies and procedures. • Prepare reports and correspondence as needed.
Required Skills and Experience: • Four years of help desk, desk-side support, server, and LAN/WAN experience, or a combination of college and work experience . • Ability to troubleshoot and repair desktops and laptops. • Expertise in **operating systems, including Windows 2000, Windows NT, Windows 2003, and Windows Vista **. • Knowledge of Windows PC and server configuration and integration. • Experience troubleshooting and repairing servers and networks. • Understanding of networking technology at the physical (twisted pair, fiber optic) and logical (**Ethernet, TCP/IP**) level including the various supporting services and protocols (**DNS, LDAP, NTLM, Kerberos, SMB, AFP**). • Outstanding oral communication skills. • Outstanding customer service skills. • Ability to handle high priority problem calls and interface with a variety of clients. • Attention to detail. • Strong organizational skills with the ability to manage priorities and workflow. • Versatility, flexibility, and a willingness to work within constantly changing priorities.
Desired Skills and Experience: • Experience with **trouble ticketing system**. • Outstanding written communication skills. • Experience in a Government contracting environment. • Network Cabling Experience a Plus
Required Education and Certifications: • High School Diploma
Desired Education and Certifications: • Bachelor’s Degree in computer science or related field • MCSE certification • MCTS certification • ITIL certification • A+ certification • Network+ certification • HDI Support Center Analyst or HDI Support Center Team Lead certification
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing as required by the customer..