Computer / Lead Help Desk Technician
Ke`aki Technologies - Fort Sam Houston, TX

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Ke`aki Technologies, LLC, headquartered in Honolulu, Hawaii, is a Native Hawaiian Organization (NHO) owned business. A premier government services company, Ke`aki Technologies offers a full spectrum of solutions that improve the performance and operational effectiveness of our government and Department of Defense customers. Our mission synchronized solutions are designed to deliver exactly what our customers need, when they need it. From base and range operations to biomedical defense support to telecommunications and IT services, we deliver the exact talent, tools and technologies needed to meet mission requirements.

Ke`aki Technologies has an exciting opportunity for a Computer / Lead Help Desk Technician. The position will be located at U.S. Army Institute of Surgical Research (USAISR) in Fort Sam Houston, Texas.

The U.S. Army Institute of Surgical Research (USAISR) is part of the U.S. Army Medical Research and Materiel Command (USAMRMC) and is collocated with Brooke Army Medical Center (BAMC). The USAISR is dedicated to both laboratory and clinical trauma research. Its mission is to provide requirements, driven combat casualty care medical solutions and products for injured soldiers from self-aid through definitive care across the full spectrum of military operations; provide state-of-the-art trauma, burn, and critical care to Department of Defense beneficiaries around the world; and provide Burn Special Medical Augmentation Response Teams. The mission of the Information Management Office is to provide computer hardware, software, programming and data network support; systems analysis, integration, and database support, and technical research support for clinical/research instrumentation and data acquisition processes in the Clinical Division, Laboratory Division and Support Division of the USAISR.

The Computer / Lead Help Desk Technician will provide help desk support in concert with an Enterprise Service Desk (ESD) using the Remedy Help Desk and ticket management system to troubleshoot network, hardware, software and printing issues, including use of diagnostic software, software and driver installation/updates, and remote desktop access, as well as other system tools. Additional tasks include the following:

Perform installation, configuration, troubleshooting and maintenance of hardware devices in both stand-alone and network configurations. This will include systems operating on a Windows 2003/2008 Network, as well as Windows XP and Windows 7 with remote administration capabilities

Install, configure and troubleshoot software as well as firmware on servers and workstations.

Assist with keeping all systems updated with the latest applicable patches and configurations to enable efficient operations. Access to internet sites for obtaining system-level updates, patches, and support information is required.

Use software support products and technical support services such as Microsoft TechNet, network diagnostic applications such as Dameware, Hyena, and other tools to perform troubleshooting.

Responsible for developing system image services using imaging processes including maintaining a disk images, image repository and catalog, and restoration of all types of hard drives (workstation-based and docking station/laptop based).

Possess A+ Certification (required).

Experience in working help desk support to troubleshoot network, hardware, software and printing issues, including use of diagnostic software, software and driver installation/updates, as well as system tools

Experience in monitoring and analyzing system log files using system-level software tools including Microsoft systems manager, Diskkeeper, McAfee Management Edition, Hyena (System Tools), Dameware, Remedy, etc.

Knowledge in setting up and maintaining image libraries for workstations. Creation and restoration of images experience.

Experience in supporting Government-licensed software products including Microsoft Windows XP, Windows 7, Microsoft Office, Exchange/Outlook, Internet browsers and miscellaneous software applications.

Other duties as assigned.

BACKGROUND CHECK: National Agency Check Local Agency Check (NACLAC) background check is required and must be completed before the employee reports to the work.

LOCATION: Fort Sam Houston, Texas

JOB TYPE: Full-Time


Ke`aki Technologies LLC is a fast growing government service provider with over $59 million in revenue in 2010. Employees enjoy competitive salaries; a 401K plan with company match; medical, dental, disability, and life insurance coverage; tuition reimbursement; paid vacation and sick time; and 10 paid holidays. Ke`aki Technologies is proud to be an equal opportunity employer.

For additional information on Ke`aki Technologies, LLC, please visit

Ke`aki Technologies, LLC is proud to be an Equal Employment/Affirmative Action Employer (EEO/AA).