Intermediate Service Desk
About The Position
Provide technical and Service Desk support for the US Air Force Office of Special Investigations (AFOSI) in Quantico, Virginia. Serve as a primary point of contact for end users, providing ongoing support, monitoring, and lifecycle management of incident tickets across AFOSI computer networks and systems at multiple classification levels, including controlled unclassified information, Secret, Top Secret, and Counterintelligence. This is a full-time position. The role provides end-to-end IT support for customer workstations, mobile devices, laptops, VPN connections, communications equipment, and related systems. It includes ticket documentation and monitoring, troubleshooting, account and device administration, hardware issuance, software installation and patching, and coordination with other organizations on issues. The position requires courteous, timely, professional customer service and compliance with Air Force and Department of Defense policies, guidance, and directives. Diné Development Corporation is a Navajo Nation–owned family of companies providing IT, professional, environmental, and research and development services to government agencies and commercial organizations. The company states that it is dedicated to empowering the Navajo Nation and the communities it serves.
Requirements
- Five years of technical support experience, including at least three years of Service Desk experience.
- Must be a U.S. citizen.
- Must have a TS/SCI clearance or be SCI eligible.
- Must hold an IAT Level II certification, such as Security+ or another certification satisfying DoD 8140 certification requirements.
- Strong desktop application administration experience, including Microsoft Office, web browsers, and antivirus applications.
- Experience with Active Directory and ITSM ticket-resolution platforms such as ServiceNow.
- Experience with workstation imaging, mobile-device management, device issuance, account administration, and mobile-device troubleshooting.
- Experience with iPhone devices and Purebred software.
- Experience with Intune devices and Intune software on mobile devices.
- Outstanding customer-service and communication skills, with the ability to interact professionally at all levels of an organization.
Responsibilities
- Provide Service Desk customer support for AFOSI computer networks and systems, emphasizing customer service and call and ticket resolution across differing classification levels.
- Deliver end-to-end customer IT support, including transitioning, operating, maintaining, tracking, restoring, protecting, and backing up systems.
- Resolve administrative and technical communications problems; install, configure, and operate client and server devices.
- Document troubleshooting activities and customer interactions in the Information Technology Service Management system.
- Identify application and technical problem trends and provide mitigation plans to prevent recurrence.
- Notify customers of ticket status or priority changes and provide timely updates.
- Support password resets, workstation imaging, and cabling from user workstations to Local Area Network or Unified Communications Center junction boxes.
- Coordinate with the Navy on trouble-ticket issues, including Voice over Internet Protocol phones.
- Monitor tickets for trends and patterns that may indicate a significant outage or event; notify affected customers early and provide regular updates.
- Install equipment and peripherals; install or remove client-level software; and ensure documentation complies with Air Force and Department of Defense policies, guidance, and directives.
- Implement client workstation software patches, security fixes, and service releases according to local instructions.
- Administer user-account creation and deletion, device configuration, device-policy creation and management, device troubleshooting, and issuance of new or replacement hardware.
- Support customer requests and provide administrative and technical assistance for workstations, mobile devices, VPN connections, and laptops.
- Provide tier-one troubleshooting for Video Teleconference and Global Video System issues before escalation.
- Provide courteous, timely, and professional customer treatment through troubleshooting, escalation, collaboration, and resolution.
Benefits
- Eligible full-time employees receive medical, dental, vision, life, and disability coverage.
- Retirement savings with company match.
- Paid time off.
- Voluntary supplemental benefits.
- Access to an employee assistance program.
- Educational assistance with tuition reimbursement.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
