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Torch maintains an excellent work environment that includes competitive compensation, outstanding benefits, and rewarding work assignments with major opportunities for advancement. This could be your opportunity to join a growing, fast-paced company that is setting standards for superior technical services. To be considered for employment opportunities, you must complete an online application.

Applicants may be subject to government security investigations and must be able to access classified information. Qualified applicants are considered for all positions without regard to race, color, religion, sex, national orgin, age, marital status, veteran status, or the presence of a non-job related medical condition or disability. Torch Technologies is an Equal Opportunity / Affirmative Action Employer. Contact us as human.resources@torchtechnologies.com.

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Help Desk Technician (Full-time)

Honolulu, Hawaii

Torch Technologies, a 100% employee-owned company, is currently seeking qualified IT professionals to support USPACOM Exercise execution for the Pacific Warfighting Center in support of the J3.  The Pacific Warfighting Center provides support for USPACOM Joint Exercises for US and Allied warfighter training and readiness.

This position is in support of Defense Information Systems Agency (DISA) Unclassified Information Sharing Service (UISS) All Partners Access Network (APAN) at USPACOM Pacific Warfighting Center, Ford Island Hawaii. The Help Desk Technician provides Tier I technical support to APAN users including but not limited to; identify, troubleshoot, and resolve problems and issues pertaining to the capabilities and services available to APAN users; provide training to end user on how to use APAN capabilities and services efficiently; produce help desk documentation; support metrics gathering, and assist with software quality assurance testing (when not actively responding to help desk calls); deliver service over the phone, in-person, on email and support ticket as directed. Operate and document the APAN ticketing system during each help desk operation.

Roles and Responsibilities

  • Resolve Tier I requests received through emails, support tickets, hotline calls and in person
  • Provide support based on Service Level Agreements (SLA) in a team collaboration environment
  • Evaluate and validate requests and escalate to the next tier of support when appropriate by adherence to escalation and troubleshooting procedures
  • Track support requests to ensure that the requester is provided with the resolution Ensures requests are logged, assigned and responded to in a timely manner.
  • Authoring helpdesk training documentation for internal users (helpdesk /KM members) and produce user guides for external users
  • Provide helpdesk training to internal users and as required; assist in software QA testing
  • Prepare helpdesk reports and maintain files and records
  • Work closely with APAN knowledge managers (KM) to support and assist in KM tasks as needed
  • Provide chronology of system outages and service interruptions
Requirements
  • Ability to communicate clearly and effectively, orally and in writing, including technical solutions in a user-friendly manner
  • Ability to read, understands, and applies complex technical information
  • Ability to research a variety of information, analyzes problems, identify solutions, and implement recommendations in support of goals
  • Experience of progressively knowledgeable and skilled experience in networking technical support; or any equivalent combination of education, training & experience.
This position requires that the selected candidate have an active final security clearance in order to access classified information. Inability to maintain a security clearance will result in candidate being ineligible for this position.

This position is located in Honolulu, Hawaii. Travel will vary, and may be as much as approximately 10%.


If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access https://jobs.torchtechnologies.com/careers/ as a result of your disability. You can request reasonable accommodations by calling 256-319-7549 or by sending an email to human.resources@torchtechnologies.com. Thanks for your interest in Torch Technologies.

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