Information Technology Specialist III / Service Center Technician III

Please note that this position is contingent upon the successful award of a contract currently under bid.

Goldbelt Nighthawk offers sound solutions in software development and both defensive and proactive cybersecurity. Nighthawk offers an integrated, holistic cybersecurity workforce that is enthusiastic, continuously learning, and progressive. The team is fully committed to implementing dynamic cybersecurity solutions that effectively address the needs of customers. Nighthawk's flexibility and expertise across the cybersecurity field provides customized solutions to our customer's unique needs.

Summary:

The Information Technology Specialist III / Service Center Technician III provides advanced technical support and customer service for end users of the Indian Health Service's Resource and Patient Management System (RPMS). This role serves as a key point of contact for troubleshooting hardware, software, and network issues, ensuring timely resolution and minimal disruption to healthcare operations. Responsibilities include managing service tickets, performing remote and on-site support, maintaining documentation, and escalating complex issues to specialized teams.

Essential Job Functions:

• Handles the most complex IT technical support requests for the user base.
• The Service Center Technician III shall assist the Service Center Lead(s) in managing and document customer support issues, remediation and customer satisfaction using a structured system for task resolution.
• Shall independently analyze and resolve operational issues for the technical support center and shall assist the Service Center Lead(s) and Federal Functional Lead in prioritizing tasks for the Service Center Technicians that are working on task resolution.
• Shall assist in providing reports for technical support activity, property accountability, and event schedules.
• Coordinating the installation, testing, operation, troubleshooting, and maintenance of Windows and Cloud infrastructure hardware/software which support RPMS systems and applications.
• Maintain/troubleshoot the confidentiality, integrity, and availability of RPMS systems/applications, networks, and data through the analysis, development, implementation, maintenance, and enhancement of information systems security programs, policies, procedures, and tools.

Necessary Skills and Knowledge:

• Familiar with standalone and network computers, local area networks and wide area networks.
• needs to demonstrate the ability to effectively communicate orally and in writing and to have a positive customer service attitude.

Minimum Qualifications:

• A bachelor's degree is preferred; however, an associate degree or a combination of relevant education, certifications, and experience may be considered in lieu of a four-year degree.
• Minimum 3 years of specialized experience including Service Center support in a multi-server environment, comprehensive knowledge of PC operating systems (e.g., Windows), networking and mail standards.
• Ability to pass a National Agency Check with Inquiry and Credit (NACIC) background investigation.

Pay and Benefits
At Goldbelt, we value and reward our team's dedication and hard work. We provide a competitive base salary commensurate with your qualifications and experience. As an employee, you'll enjoy a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan with company matching, tax-deferred savings options, supplementary benefits, paid time off, and professional development opportunities.