Help Desk I

OUR COMPANY REVOLVES AROUND MISSION-DRIVEN ENGINEERING At Lucayan Technology Solutions LLC, we strive to solve our customer's hardest problems. Our highly focused customer-centric approach is crucial to our customer's success and ultimately ours. We aim to be a breath of fresh air: and be the most innovative organization in the Government contracting space. Sounds cliche? No worries the proof is in the pudding. To get there, we need exceptionally talented, bright, and driven people. Join us if you'd like to be a part of our journey. Right here, right now, this is your chance to make history and put a ding in the universe. Lucayan Technology Solutions is hiring HELPDESK I to support the Asia-Pacific Center for Security (APCSS) located in Honolulu, Hawaii. Qualifications: Minimum of 1 year of experience in IT support or help desk roles Basic knowledge of IT systems, hardware and software troubleshooting IAT level II certification and CompTIA A or equivalent Excellent communication and customer service skills Ability to provide first line of support for basic IT issues Primary Duties: Provide first-line support for IT issues via phone, ITSM, email, or in-person. Troubleshoot and resolve basic hardware, software, and network issues. Assist users with login issues, password resets, and account lockouts. Document all user interactions and issues in the ticketing system, ensuring accurate and detailed records. Log, categorize, and prioritize incoming support requests based on severity and impact. Assign tickets to appropriate Level 2 support if issues cannot be resolved at Level 1. Monitor ticket status and follow up with users to ensure timely resolution and customer satisfaction. Close tickets with detailed resolution notes once issues are resolved. Provide basic support for operating systems (Windows, macOS), standard office applications (e.g., Microsoft Office Suite), and common enterprise software. Assist with the installation, configuration, and troubleshooting of desktop hardware, peripherals, and software. Maintain an inventory of frequently used spare parts and replacement components to expedite hardware repairs. Offer basic training and guidance to users on common IT tasks, such as email usage, file management, and safe internet practices. Develop and distribute user guides and FAQs for frequently encountered issues. Provide training to staff/faculty on the use of Seminar Room technology and equipment. Provide direct support for events such as courses and workshops by issuing laptops to participants. Assist students with connecting to the Learning Management System (LMS) and connecting their personal devices to the guest wireless network. Collect devices at the end of each event and ensure they are properly stored and maintained. Perform routine checks and maintenance on user workstations to ensure optimal performance. Install and update antivirus software and ensure that all workstations have the latest security patches and updates. Establish clear escalation procedures for issues that cannot be resolved at Level 1. Work closely with Level 2 support to ensure smooth handover and effective issue resolution. Generate regular reports on help desk performance, including metrics such as response time, resolution time, and user satisfaction. Identify trends and common issues to proactively address and improve overall service quality. Clearance: Secret