Intermediate Service Desk

Diné Development Corporation•Quantico, VA

11d•Onsite

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 differing classification levels, including controlled unclassified information, Secret, Top Secret, and Counterintelligence. This is a full-time position.

Requirements

At least 5 years of technical support experience, including at least 3 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, and 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 and customer interactions in the Information Technology Service Management system.
Identify application and technical problem trends and develop mitigation plans to prevent recurrence.
Notify customers of ticket status or priority changes and provide timely updates.
Support password resets, workstation imaging, workstation-to-network or Unified Communications Center junction-box cabling, and coordination with the Navy on trouble tickets, including Voice over Internet Protocol phones.
Monitor tickets for trends and patterns that may indicate significant outages or events; notify affected customers early and provide regular updates.
Install equipment and peripherals, install or delete 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 policies, device troubleshooting, and issuance of new or replacement hardware.
Support customer requests and provide administrative and technical assistance for workstations, mobile devices, Virtual Private Network connections, and laptops.
Provide tier-one troubleshooting of Video Teleconference and Global Video System issues before escalation.
Provide courteous, timely, and professional customer treatment through troubleshooting, escalation, collaboration, and resolution.