Service Desk Technician

Clearwaters.IT, a SDVOSB and 8(a) company provides creative, cost-effective solutions that inspire our client partners, excite our employees, and redefine the boundaries of what is possible. Our vision is to be the solution provider of choice for our clients and partners.

At Clearwaters.IT our employees drive our success. We retain incumbent staff and offer competitive salaries with excellent benefits. We are an ‘Open Book’ to our staff, promoting from within and providing mentorship for career progression and upward mobility within the company.

Position Overview: The Service Desk Technician is responsible for supporting Marine Corps Base Hawaii's Trouble/Help desk operations, providing frontline technical assistance, and managing telecommunications service requests. This role focuses on troubleshooting, problem resolution, and coordination of telecommunications services to ensure efficient and effective communications infrastructure across the base.

Key Responsibilities

·         Help Desk Support and Troubleshooting:

·         Clarify subscriber problems through effective communication

·         Perform on-line fault isolation and diagnostic procedures

·         Generate and manage trouble tickets by entering data into the computerized Telephone Management System

·         Conduct telephone cable damage investigations as required

·         Service Request Management:

·         Process work-orders for cable locates, moves, equipment installations, and service disconnections

·         Track and update status of all service requests through resolution

·         Document all activities and maintain accurate records

·         Systems and Infrastructure Support:

·         Support Cisco Call Manager and VoIP systems

·         Manage associated equipment and interfaces (primary rate interface, basic rate interface)

·         Perform basic troubleshooting of telecommunications hardware and software

·         Coordination and Communication:

·         Coordinate telecommunications concerns with base public works and facilities maintenance through the COR

·         Assist government personnel in coordinating special projects

·         Serve as a liaison between end-users and technical specialists

·         Process Improvement:

·         Identify recurring issues and recommend solutions to prevent future occurrences

·         Contribute to the development of standard operating procedures

·         Maintain knowledge of current telecommunications technologies and best practices

Working conditions: Office setting with significant time spent on computers. May require on-call availability for critical service disruptions or emergencies. Must be available to work on the island of Hawaii. Work will be performed at Marine Corps Base Hawaii. Travel within and around the base may be required.

• U.S. citizen with ability to obtain SECRET clearance
• Bachelor's degree in telecommunications OR five (5) years help desk service experience
• Knowledge of Cisco Call Manager and VoIP systems and associated equipment/interfaces
• Experience with trouble ticket management systems
• Strong problem-solving and analytical skills
• Excellent customer service and communication abilities
• Ability to work independently and as part of a team
• Experience with military telecommunications systems preferred

Competitive salary and benefits package, including:

• Health, dental and vision insurance
• 401(k) with company match
• Paid time off (PTO) for vacation, sick leave, and personal days
• Professional development reimbursement
• Other benefits, including life insurance, disability insurance, and employee assistance programs