Intermediate Help Desk Technician

About the role

Location: Russell-Knox Building (RKB) - Quantico, VA

Required Clearance: Active TS/SCI

Certifications: Must be certified at IAT Level II (Security+ or other certification satisfying DoD 8140 certification requirements)

Required Education: Associate's degree or higher in Information Technology, Cybersecurity, Computer Science, or a related discipline is desired. Equivalent specialized experience may be accepted.

Required Experience: 5 years’ experience in technical support, with at least 3 years of Service Desk experience.

Position Description

Ailani Wind Joint Venture is seeking an Intermediate Help Desk Technician to serve as the primary point of contact for end users to provide ongoing support, monitoring, and lifecycle management of incident tickets.

Provide Service Desk customer support for all AFOSI computer networks and systems with an emphasis on customer services and call/ticket resolution at differing classification levels including controlled unclassified information, Secret, Top Secret, and Counter- Intelligence.

Typical Responsibilities/Tasks

• Provide Service Desk customer support for all AFOSI computer networks and systems, with an emphasis on customer service and call and ticket resolution at differing classification levels.
• Deliver comprehensive, end-to-end customer IT support, including transitioning, operating, maintaining, tracking, restoring, protecting, and backups.
• Resolve customers’ administrative and technical communications problems and install, configure, and operate client and server devices.
• Document all troubleshooting and customer interactions in the Information Technology Service Management system.
• Recognize application and technical problem trends and provide mitigation plans to avoid future occurrences.
• Notify customers when ticket status or priority changes and provide timely updates needed to maintain good customer service.
• Support password resets, workstation imaging, cabling from user workstations to Local Area Network or Unified Communications Center junction boxes, and coordination with the Navy on trouble-ticket issues, including Voice over Internet Protocol phones.
• Monitor tickets for trends and patterns indicating a significant outage or event and ensure affected customers are notified early and updated regularly.
• Install equipment, connect 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-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, Virtual Private Network connections, laptops, and tier one troubleshooting of Video Teleconference and Global Video System issues before escalation.

Required Qualifications

• Must be certified at IAT Level II (Security+ or other certification satisfying DoD 8140 certification requirements).
• Strong desktop application administration experience to include Microsoft Office, web browsers, and anti-virus applications.
• Experience with Active Directory.
• Experience managing ticket resolution ITSM, such as ServiceNow.
• Experience imaging of workstations.
• Experience with mobile device management, issuing devices, administering accounts, and troubleshooting mobile devices.
• Experience with iPhone mobile devices and Purebred software for mobile device management.
• Experience with Intune devices and Intune software on mobile devices.
• Must be able to provide courteous, timely and professional treatment of all customers when a problem is reported through necessary troubleshooting, elevations, collaboration and resolution.
• Must have outstanding customer service and communications skills and ability to interact professionally within all levels of an organization.

Desired Qualifications

• 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.

Our benefits include

• 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
• Short Term / Long Term Disability & Life Insurance
• 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

Salary Range $48K -75K

The pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) job responsibilities, education, certifications, experience, as well as internal equity mapping and alignment with market data, or other applicable laws.

Veterans are encouraged to apply