Intermediate Help Desk Technician
PingWind•Quantico, VA
•$48,000 - $66,000•Onsite
About The Position
Ailani Wind Joint Venture is seeking an Intermediate Help Desk Technician to support IT Service Management and endpoint operations at the Russell-Knox Building. The technician serves as a primary point of contact for users requesting technical assistance by telephone, walk-in support, and the enterprise ticketing system. This position provides first-look diagnosis and resolution, maintains complete ticket records, coordinates escalation when necessary, and supports executive, mobile-device, and video teleconference users. The technician applies DAF and cyber enterprise procedures while delivering timely, professional customer service.
Requirements
- Active TS/SCI clearance
- Security+ CE, Network+ CE, or ITIL 4 Foundation certification (minimum one required)
- Associate's degree or higher in Information Technology, Cybersecurity, Computer Science, or a related discipline. Equivalent specialized experience may be accepted.
- Minimum of three (3) years of specialized experience in system administration, network administration, or service desk operations within Federal or Department of War (DoW) environments.
- Expert-level knowledge of DAF cyber enterprise policies and procedures and applicable USCYBERCOM and AFCYBER processes.
- Knowledge of DoW and DAF end-user configurations, approved applications, endpoint technologies, and troubleshooting methods.
- Demonstrated ability to diagnose incidents, document actions clearly, and determine when escalation is required.
- Ability to use enterprise ITSM, remote-support, monitoring, and knowledge-management tools.
- Strong customer-service, verbal-communication, written-communication, and follow-through skills.
- Ability to work effectively with users and technical teams in a classified Federal environment.
Nice To Haves
- Experience supporting DAF or AFOSI users and mission environments.
- Experience supporting executive/VIP users, mobile devices, and VTC services.
- Working knowledge of incident, problem, change, and knowledge management based on ITIL practices.
- Additional relevant CompTIA, ITIL, HDI, Microsoft, or endpoint-support certifications.
Responsibilities
- Receive, document, categorize, prioritize, and track incidents and service requests through closure in the approved ITSM platform.
- Provide phone, walk-in, and ticket-based first-level support for Government users.
- Troubleshoot DoW and DAF end-user hardware, operating systems, approved applications, peripherals, mobile devices, and connectivity issues.
- Resolve incidents within assigned authority and escalate unresolved or high-impact issues to the appropriate technical team with complete diagnostic information.
- Support account and access requests, authentication issues, and related user-access workflows in accordance with approved procedures.
- Provide responsive support to senior leaders, executive users, and video teleconference users.
- Assist with outage and major-incident response, user notifications, status updates, restoration tracking, and post-incident documentation.
- Monitor assigned queues and dashboards to ensure tickets are acknowledged, updated, and resolved within required performance standards.
- Create and maintain knowledge articles, troubleshooting procedures, recurring-issue documentation, and accurate resolution notes.
- Identify recurring problems and ticket trends and provide data to support problem management, reporting, and service improvement.
- Protect classified and sensitive information and comply with DAF cybersecurity, privacy, configuration-management, and acceptable-use requirements.
Benefits
- Eleven Federal Holidays
- Paid Time Off accrued each pay period
- Parental Leave
- Three medical plan choices with generous employer contribution
- Dental and Vision Insurance
- Company paid Short-Term and Long-Term Disability
- Company paid Life and AD&D Insurance
- 401k with competitive matching and vesting schedule
- Continuing education assistance
- Medical, Dependent Care and Commuter Flexible Spending Accounts
- Employee Assistance Program
- Wellness benefits include Calm Health app and WellHub gym subsidy (formerly GymPass)
- 529 College Savings Plan
- Legal Insurance
- Pet Insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
