KaiHonua, LLC has an immediate opening for a PC Desktop Technician. The PC Desktop Technician II operates and monitors computer equipment. Performs routine tasks to maintain computer equipment and their peripherals. Observes peripheral equipment and error messages displayed on monitor of terminal to detect faulty output or machine stoppage. Monitors and controls computer systems and applications; maintains a working knowledge of enterprise computing environments; monitors data Communications Network to ensure that network is available to all systems. Trains other operators to use/monitor equipment. Effectively communicates issues/errors/failures to supervisors to ensure timely resolutions. Responsible for maintaining complete log entries for specific systems that is being monitored and for complete and accurate turnover to the succeeding shift operators.

Assesses and troubleshoots computer support problems and applies understanding of computer software and hardware products and services to resolve problems of users. Receives telephone calls and emails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems. Ascertains from computer user the nature of problem, determines whether problem is caused by hardware, such as modem, printer, cables, or telephone, formulates diagnosis, and assists users through problem solving steps.

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:

• Determines sequence of operations by studying production schedule.
• Prepares equipment for operations by accessing software in computer; loading paper into printers and plotters; preparing for output.
• Starts operations by entering commands.
• Maintains operations by monitoring error and stoppage messages; observing peripheral equipment; entering commands to correct errors and stoppages; reloading paper; making adjustments in process; notifying supervisor for additional resources.
• Documents problems and actions by completing production logs.
• Resolves user problems by answering questions and requests.
• Ensures operation of equipment by completing preventive maintenance requirements and tests; following manufacturer's instructions; troubleshooting malfunctions; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques.
• Maintains supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies.
• Maintains client confidence and protects operations by keeping information confidential.
• Contributes to team effort by accomplishing related results as needed.
• Assists with managing ticket delegation and dispatching.
• Run and analyze tickets reports and user metrics.
• Perform computer imaging and re-imaging.
• Apply software installs and updates.
• Setup peripheral devices and install applicable drivers when necessary.
• Assist with possible after-hours support and rotating schedule.
• Assist with guidance and training.
• Other duties as assigned.

Qualifications

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

• High School Diploma or GED or related discipline preferred or have equivalent experience
• 2-4 years of experience performing the duties of a PC Desktop Technician preferred
• Must possess and maintain an IT II level certification IAW AR 25-2 and an IAT I certification IAW DoD 8570.01-M and BBP 05-PR-M-0002
• CompTIA Security + certification preferred

Knowledge, Skills, and Abilities

• 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
• Able to provide excellent customer service
• Must be proficient with Windows 11
• Must be proficient with Office 365
• Ability to diagnose and resolve peripheral device issues
• More advanced understanding of Cybersecurity best practices
• Exceptional customer service skills
• Experience with a ticketing system preferred
• Must be proficient with utilizing remote support tools
• Must have strong PC trouble-shooting skills
• Possess advanced ability to diagnose and repair PC hardware
• Must have knowledge of cloud services management
• Project management skills required
• A valid driver’s license with a clean driving record may be required
• Occasional use of company vehicle while on work site

Security Clearance

Position requires a Secret security clearance.  Must be a US citizen.

Location: Rock Island, IL

Physical Requirements

Work may involve sitting or standing for extended periods of time.  Position may require typing and reading from a computer screen.  Must have sufficient mobility, including but not limited to bending, reaching, and kneeling to complete daily duties in a timely and efficient manner.  May include lifting weight up to thirty (30) pounds as necessary.

Benefits

• Medical, dental, vision, disability, and life insurance
• Flexible Spending Accounts
• 401(k)
• PTO
• Tuition reimbursement
• Paid federal holidays

Company Summary

Headquartered in Hawaii, KaiHonua, LLC is a Native Hawaiian Organization (NHO) owned SBA Small Disadvantaged Business specializing in global information technology and offering professional solutions in IT Design & Installation, Cybersecurity Engineering & Support, Application Integration & Development, Software & Hardware Engineering, Network & Systems Management, Information Systems Security, and Business Management Services.

Leveraging over 30 years of providing IT services to the federal & commercial market with projects located around the world, our team possesses innovative expertise in the development of a wide range of technology solutions.  KaiHonua, LLC is an equal opportunity employer.

Our service commitment is simple - "Quality IT Solutions... On Time & On Budget."

KaiHonua, LLC reserves the right to change or modify job duties and assignments at any time.  The above job description is not all encompassing.  Positions functions and qualifications may vary depending on business needs.

KaiHonua, LLC is an equal opportunity employer and does not discriminate against applicants based on race, color, creed, religion, medical condition, legally protected genetic information, national origin, sex (including pregnancy, childbirth or related medical condition), sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status or legally protected characteristics.

Hourly Rate: $18.26 - $22.77