Help Desk Technician (TS/SCI Required)

Akima, LLC • Bath Township, OH

6d • Onsite

About The Position

Akima Global Technology is seeking a Help Desk Technician III to provide Tier 1 technical support to NASIC, NSIC, and mission-partner customers across classified and unclassified networks at Wright Patterson AFB, Ohio. The technician is a primary point of contact for IT incidents and service requests, troubleshooting customer issues, administering accounts and permissions, managing trouble tickets, monitoring enterprise systems, and escalating issues to Tier 2 support organizations as needed.

The role also supports Video Teleconference (VTC) sessions, troubleshoots VTC-related technical issues, and coordinates with A/V and other technical personnel to maintain reliable customer service. The technician works during established NASIC core hours and follows applicable NASIC, Air Force, DoD, cybersecurity, information-protection, and operational policies and procedures.

Requirements

• Must possess and maintain an Information Assurance Technical (IAT) Level II certification as required by AFMAN 17-1303, DoD Directive 8140.01, and DoD 8570.01-M.
• Must have an active TS/SCI security clearance.

Responsibilities

• Provide Tier 1 support for walk-in, telephone, and electronically submitted incidents and service requests during established NASIC core hours.
• Diagnose and resolve common end-user hardware, software, account, network-access, and other IT issues using approved procedures, SOPs, and knowledge resources.
• Monitor, open, update, assign, escalate, and close tickets across up to four Government-provided ticketing systems.
• Document customer information, troubleshooting and resolution steps, outages, errors, maintenance activities, and other relevant details in ticketing systems and operational logs.
• Perform approved account-administration tasks, including account locks and unlocks, password resets, network-access and file-permission changes, group-policy changes, and organizational mailbox assignments.
• Perform approved file and directory restorations and assist with authorized desktop software installation and troubleshooting.
• Remotely access customer systems to diagnose and resolve issues, conduct approved software installations, and troubleshoot using established checklists and procedures.
• Escalate unresolved Tier 1 issues to the appropriate desktop, hardware, software, network, A/V, or other Tier 2 support organization.
• Coordinate with Air Force and enterprise support organizations to facilitate issue resolution.
• Monitor network, system, and environmental conditions using NASIC-provided tools and report alarms, outages, and service-delivery issues according to established procedures.
• Assist with daily network and service-delivery status reporting and promptly communicate significant customer or mission-impacting issues to appropriate leadership.
• Support VTC sessions by helping customers establish and maintain connectivity and responding to technical issues before or during scheduled sessions.
• Initially troubleshoot VTC equipment, displays, microphones, connections, and conference-room technology, coordinating with A/V or other technical organizations when needed.
• Respond to VTC service issues promptly, maintain customer communication during troubleshooting, and escalate unresolved issues.
• Use and maintain local SOPs, troubleshooting guides, knowledge articles, and other knowledge-management documentation in accordance with NASIC policy.
• Perform media virus scanning and other authorized Service Desk support functions as assigned.
• Maintain professionalism and customer service when supporting users with varying levels of technical knowledge.
• Comply with applicable NASIC, Air Force, DoD, cybersecurity, information-protection, and operational policies and procedures.

Benefits

• Comprehensive benefits program, including medical, dental, vision, life insurance, 401(k), and other voluntary benefits.
• Paid Time Off (PTO) for regular full-time and part-time employees.
• Competitive pay.
• Growth opportunities.
• Retirement options.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed