Help Desk Technician (TS/SCI Required)

Akima, LLC•Bath Township, OH

6d•Onsite

About The Position

The Help Desk Technician provides Tier 1 technical support to NASIC, NSIC, and mission-partner customers across multiple classified and unclassified networks. The position serves as a primary point of contact for IT-related incidents and service requests and is responsible for troubleshooting customer issues, administering user accounts and permissions, documenting and managing trouble tickets, monitoring enterprise systems, and escalating issues to appropriate Tier 2 support organizations when necessary. The technician will also provide Video Teleconference (VTC) session support, respond to VTC-related technical issues, and coordinate with A/V and other technical support personnel to ensure reliable customer service.

Requirements

Must possess & maintain Information Assurance Technical (IAT) Level II certification as required by Air Force Manual (AFMAN) 17-1303, Department of Defense (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 electronically submitted customer incidents and service requests during established NASIC core hours.
Diagnose and resolve end-user hardware, software, account, network-access, and other common IT issues using approved troubleshooting procedures, SOPs, and knowledge-management resources.
Monitor, open, update, assign, escalate, and close incidents and service requests across up to four separate Government-provided ticketing systems.
Accurately document customer information, troubleshooting actions, resolution steps, outages, errors, maintenance activities, and other relevant information within appropriate ticketing systems and operational logs.
Provide account-administration support including account locks/unlocks, password resets, granting and revoking authorized network access and file permissions, group-policy changes, organizational mailbox assignments, and other approved account-management activities.
Perform approved file and directory restorations and assist customers with authorized desktop software installation and troubleshooting.
Remotely access customer systems to diagnose and resolve problems, execute approved software installations, and perform troubleshooting using established checklists and procedures.
Escalate incidents and service requests that cannot be resolved at the Tier 1 level to the appropriate desktop, hardware, software, network, A/V, or other Tier 2 support organization.
Coordinate with Air Force and enterprise support organizations as necessary to facilitate resolution of customer issues.
Monitor network, system, and environmental conditions using NASIC-provided tools and report alarms, outages, or service-delivery issues in accordance with established procedures.
Assist with daily network and service-delivery status reporting and ensure significant customer or mission-impacting issues are promptly communicated to appropriate leadership.
Provide VTC session support, including assisting customers with establishing and maintaining VTC connectivity and responding to technical issues occurring before or during scheduled sessions.
Perform initial troubleshooting of VTC equipment, displays, microphones, connections, and supporting conference-room technology and coordinate with A/V personnel or other technical organizations when additional support is required.
Respond to VTC service issues in a timely manner, maintain communication with customers during troubleshooting, and escalate unresolved issues to the appropriate support personnel.
Utilize 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 a high level of professionalism and customer service while supporting users with varying levels of technical knowledge.
Comply with all applicable NASIC, Air Force, DoD, cybersecurity, information-protection, and operational policies and procedures.