Job Purpose

This position aims to help all end users successfully implement the FACET system into their daily processes and ensure that all documents get into the ashore repository for backup. This position must be able to work with all supporting entities to ensure all systems are working efficiently and correctly. A successful applicant will be self-driven to provide excellent customer service to end users without daily supervision. This is not a remote position and requires working full-time onsite or from the corporate office. In addition, this role will support project management efforts for Hawaii-based contracts, assisting with coordination, tracking, and oversight of ongoing projects to ensure alignment with scope, schedule, and client requirements.

Duties and Responsibilities

The job duties and responsibilities of the FACET Training and Support Specialist include, but are not limited to, the following:

The job duties and responsibilities include, but are not limited to the following:

Effectively and efficiently fielding support calls for FACET system
Escalating challenging calls to next level support engineers and following up to ensure call hand over.
Going onsite to the actual location of the FACET system to perform regular daily maintenance and support.
Managing and grooming files and data used by FACET support team members during site visits
Assisting with training new FACET support engineers
Delivering on call, on-line and in-person FACET training and assistance
Weekly pick-up and drop-off deliveries
Weekly support visits for each unit that has a FACET system that is in port and/or upon request by FACET users
Must be able to travel internationally or domestically to provide FACET support
Must be able to provide support person, e-mail and/or phone.
Must have professional physical and phone presence at all times to mirror Premier Solutions' professional values
Must enter all activity/support/onsite visits in the internal database within 24 hours of the incident
Must update the support database on a daily basis
Must obtain all applicable sign-off documentation for onsite visits
All incoming support must be responded to within 4 hours. All support specialist are responsible to respond to support for all areas.
Must be self-managed and driven to get the job done with little to no supervision
Must be able to perform "ad hoc" demos or briefs of the FACET system
Must have Microsoft Office experience (Word, Excel, Access database)
Support project management activities for Hawaii-based contracts, including coordination, execution, and tracking of assigned projects

Assist with monitoring project timelines, deliverables, and milestones to ensure successful completion
• Coordinate with site leads, and clients to support project requirements and objectives
• Track and report project updates, risks, and issues to leadership as needed
• Assist in maintaining project documentation, reports, and communication records

Other duties, as assigned

Qualifications

Minimum Education & Experience

High school diploma or equivalent; Associate’s degree or higher preferred
Prior military experience in the logistics field is preferred but not required
Excellent Customer Service and Training experience in IT field

Minimum Certifications

Server+, Network+, MCITP, MCSA, or CCNA preferred

Minimum Skills, Knowledge, & Abilities

Must be able to lift 40-pound box at minimum
Must have reliable transportation to travel to different naval bases
Must be able to travel domestically and internationally as needed for 1-2 weeks at a time.
Ability to learn quickly and take charge confidently.
Must have a valid/current driver’s license and passport.
Must be able to effectively organize, execute, and follow-up on support tasks
Technical skills in Windows, OS, Server, and Networking
Must have demonstrated training and customer service experience in the IT field
Must be able to deliver professional presentations to executive-level audiences
Must have a strong customer service background
Proficiency in using the Microsoft Office suite of software
Ability to work within a team to meet established project goals
Ability to communicate professionally, concisely, and effectively, both verbally and in writing
Ability to support project coordination efforts and manage multiple priorities across projects
Strong organizational and time management skills with attention to detail
Basic understanding of project management principles (scope, schedule, and communication)

Preferred Skills, Knowledge, & Abilities

Experience in military roles such as CS/LS, or comparable logistics experience, is a plus but not required.
Experience with ATO and RMF is a plus
Ability to work independently and as a member or leader of a team with minimal supervision
Experience supporting project management efforts or working within government/DoD contract environments is a plus

About Premier Solutions HI, LLC / Poʻe Hana Group, Inc.

Premier Solutions HI, a subsidiary of the Alaka‘i Foundation Group Inc., is a Native Hawaiian Organization (NHO)-Owned Small Business serving the U.S. Department of Defense and other Federal Government Clients.

Headquartered in Honolulu, Hawaii, Poʻe Hana Group, Inc. (PGI) is a talent management, staffing, and administrative support services company. PGI specializes in providing HR and administrative services to the Alakaʻi family of NHO companies.

PGI is an Equal Opportunity Employer and strives to provide equal employment opportunity to all applicants and staff in accordance with sound employee relations practices and federal and state laws. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, marital status, ancestry, genetic information, pregnancy status, or any other characteristic protected by law.