Help Desk Technician (TS/SCI) - Federal ITSM & VIP Support

PingWind; Quantico (VA); On-site; USD 48,000 - 66,000; Full time

Benefits offered by this job

Paid Time Off

Parental Leave

Health Insurance

Dental Insurance

Vision Insurance

401k

Job summary

PingWind seeks an Intermediate Help Desk Technician to support IT Service Management and endpoint operations at the Russell-Knox Building, Quantico, VA. You will act as the primary contact for technical assistance by phone, walk-in, or the enterprise ticketing system, delivering initial diagnosis and timely resolution.

Responsibilities include documenting incidents, escalating when needed, and supporting executive/VIP users and video teleconference services while applying DAF cyber enterprise

Qualifications

• Active TS/SCI clearance is required.
• Knowledge of DAF cyber enterprise policies and procedures.
• Experience diagnosing incidents and escalating when needed.
• Experience supporting DoW/DAF end-user configurations and devices.
• Strong customer-service and communication skills.
• Ability to work in a classified Federal environment.

Responsibilities

• Provide first-level support via phone, walk-in, and ticketing systems.
• Document, categorize, prioritize, and track incidents to resolution.
• Troubleshoot DoW and DAF end-user hardware, OS, and apps.
• Escalate complex issues with full diagnostic information.
• Assist with access/authentication workflows in line with procedures.
• Support executive users and video teleconference services.
• Monitor queues to ensure timely ticket updates and closures.
• Create knowledge articles and troubleshooting procedures.
• Identify recurring issues and contribute to problem management.

Skills

DAF policies

End-user configurations

Incident diagnosis

ITSM tools

Customer service

Classified environment work

Education

Associate's degree or higher in IT/Cybersecurity/CS

Security+ CE or Network+ CE or ITIL 4 Foundation

Tools

ITSM platform

Remote support tools

Job description

PingWind seeks an Intermediate Help Desk Technician to support IT Service Management and endpoint operations at the Russell-Knox Building, Quantico, VA. You will act as the primary contact for technical assistance by phone, walk-in, or the enterprise ticketing system, delivering initial diagnosis and timely resolution.

Responsibilities include documenting incidents, escalating when needed, and supporting executive/VIP users and video teleconference services while applying DAF cyber enterprise