Help Desk Technician (TS/SCI Required)

Akima, LLC•Bath Township, OH

3d•Onsite

About The Position

Akima Global Technology is hiring a Help Desk Technician III to work onsite at Wright Patterson AFB, Ohio. The technician provides Tier 1 technical support to NASIC, NSIC, and mission-partner customers across classified and unclassified networks, serving as a primary point of contact for IT incidents and service requests. Duties include troubleshooting user issues, administering accounts and permissions, documenting and managing tickets, monitoring enterprise systems, and escalating issues to Tier 2 support organizations as needed. The role also supports Video Teleconference (VTC) sessions and related equipment, coordinates with A/V and other technical personnel, and maintains customer communication to help ensure reliable service. The technician follows approved procedures and applicable NASIC, Air Force, DoD, cybersecurity, information-protection, and operational policies. An active TS/SCI clearance and an IAT Level II certification are required.

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 technical support for walk-in, telephone, and electronic customer incidents and service requests during established NASIC core hours.
Diagnose and resolve common end-user hardware, software, account, and network-access issues using approved procedures, SOPs, and knowledge-management resources.
Monitor, open, update, assign, escalate, and close incidents and service requests in up to four Government-provided ticketing systems.
Document customer information, troubleshooting actions, resolutions, outages, errors, maintenance activities, and other relevant information in ticketing systems and operational logs.
Support account administration, including account locks and unlocks, password resets, authorized network access and file permissions, 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 problems and perform approved installations and troubleshooting using established procedures.
Escalate issues that cannot be resolved at Tier 1 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 with NASIC-provided tools and report alarms, outages, and service-delivery issues.
Assist with daily network and service-delivery status reporting and communicate significant customer- or mission-impacting issues to leadership.
Support VTC sessions, help customers establish and maintain connectivity, and respond to technical issues before or during scheduled sessions.
Perform initial troubleshooting of VTC equipment, displays, microphones, connections, and conference-room technology, coordinating additional support when needed.
Respond to VTC service issues promptly, communicate with customers during troubleshooting, and escalate unresolved issues.
Use and maintain local SOPs, troubleshooting guides, knowledge articles, and other documentation in accordance with NASIC policy.
Perform media virus scanning and other authorized Service Desk 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.