Help Desk Technician (TS/SCI Required)

Akima; Kentucky; On-site; USD 43,000 - 52,000; Full time

Benefits offered by this job

Medical, dental, vision

Life insurance

401(k)

PTO

Job summary

Akima Global Technology is seeking a Help Desk Technician III to provide Tier 1 IT support for NASIC, NSIC, and mission-partner customers across multiple networks at Wright Patterson AFB, Ohio. The role serves as the primary contact for incidents and service requests and requires professional, timely resolution of issues.

Responsibilities include diagnosing end-user hardware and software problems, managing accounts and permissions, recording activity in ticketing systems, providing VTC support,

Qualifications

• Must possess and maintain IAT Level II certification as required by AFMAN 17-1303 and DoD directives.
• Must have an active TS/SCI security clearance.

Responsibilities

• Provide Tier 1 technical support for NASIC, NSIC, and mission-partner customers across multiple networks.
• Diagnose and resolve end-user hardware, software, account, network-access, and other common IT issues using approved procedures.
• Monitor, update, and close incidents across Government-provided ticketing systems.
• Accurately document customer information, troubleshooting actions, resolution steps, outages, and maintenance in ticketing systems.
• Provide account-administration support including locks/unlocks, password resets, and permissions changes.
• Perform file and directory restorations and assist with desktop software installation and troubleshooting.
• Remotely access customer systems to diagnose and resolve problems and perform software installations.
• Escalate issues to Tier 2 support when necessary and coordinate with Air Force and enterprise teams.
• Monitor network and environmental conditions and report alarms and outages.
• Assist with daily service-delivery status reporting and communicate significant issues to leadership.
• Provide VTC session support and coordinate with A/V for any issues.
• Respond to VTC service issues promptly and maintain customer communication.
• Utilize NASIC SOPs and knowledge-management docs for troubleshooting.
• Perform media virus scanning and other Service Desk tasks as assigned.
• Maintain professionalism and customer service across users with varying technical knowledge.
• Comply with NASIC, Air Force, DoD cybersecurity, and information-protection policies.

Education

IAT II Certification

TS/SCI Security Clearance

Job description

Akima Global Technology is looking for a Help Desk Technician III to work at Wright Patterson AFB, Ohio. To join our team of outstanding professionals,

The Help Desk Technician provides Tier 1 technical support to NASIC, NSIC, and mission-partner customers across multiple classified and unclassified networks. The position serves as a primary point of contact for IT-related incidents and service requests and is responsible for troubleshooting customer issues, administering user accounts and permissions, documenting and managing trouble tickets, monitoring enterprise systems, and escalating issues to appropriate Tier 2 support organizations when necessary. The technician will also provide Video Teleconference (VTC) session support, respond to VTC-related technical issues, and coordinate with A/V and other technical support personnel to ensure reliable customer service.

Responsibilities

• Provide Tier 1 technical support for walk-in, telephone, and electronically submitted customer incidents and service requests during established NASIC core hours.
• Diagnose and resolve end-user hardware, software, account, network-access, and other common IT issues using approved troubleshooting procedures, SOPs, and knowledge-management resources.
• Monitor, open, update, assign, and close incidents and service requests across up to four separate Government-provided ticketing systems.
• Accurately document customer information, troubleshooting actions, resolution steps, outages, errors, maintenance activities, and other relevant information within appropriate ticketing systems and operational logs.
• Provide account-administration support including account locks/unlocks, password resets, granting and revoking authorized network access and file permissions, group-policy changes, organizational mailbox assignments, and other approved account-management activities.
• Perform approved file and directory restorations and assist customers with authorized desktop software installation and troubleshooting.
• Remotely access customer systems to diagnose and resolve problems, execute approved software installations, and perform troubleshooting using established checklists and procedures.
• Escalate incidents and service requests that cannot be resolved at the Tier 1 level to the appropriate desktop, hardware, software, network, A/V, or other Tier 2 support organization.
• Coordinate with Air Force and enterprise support organizations as necessary to facilitate resolution of customer issues.
• Monitor network, system, and environmental conditions using NASIC-provided tools and report alarms, outages, or service-delivery issues in accordance with established procedures.
• Assist with daily network and service-delivery status reporting and ensure significant customer or mission-impacting issues are promptly communicated to appropriate leadership.
• Provide VTC session support, including assisting customers with establishing and maintaining VTC connectivity and responding to technical issues occurring before or during scheduled sessions.
• Perform initial troubleshooting of VTC equipment, displays, microphones, connections, and supporting conference-room technology and coordinate with A/V personnel or other technical organizations when additional support is required.
• Respond to VTC service issues in a timely manner, maintain communication with customers during troubleshooting, and escalated unresolved issues to the appropriate support personnel.
• Utilize and maintain local SOPs, troubleshooting guides, knowledge articles, and other knowledge-management documentation in accordance with NASIC policy.
• Perform media virus scanning and other authorized Service Desk support functions as assigned.
• Maintain a high level of professionalism and customer service while supporting users with varying levels of technical knowledge.
• Comply with all applicable NASIC, Air Force, DoD, cybersecurity, information-protection, and operational policies and procedures.

Qualifications

• Must possess & maintain Information Assurance Technical (IAT) Level II certification as required by Air Force Manual (AFMAN) 17-1303, Department of Defense (DoD) Directive 8140.01, and DoD 8570.01-M.
• Must have an active TS/SCI security clearance.

Job ID

2026-25311

Work Type

On-Site

Pay Range

$31.25-$38.47

Benefits

Regular - The company offers a comprehensive benefits program, including medical, dental, vision, life insurance, 401(k) and a range of other voluntary benefits. Paid Time Off (PTO) is offered to regular full-time and part-time employees.

Company Description

Work Where it Matters

Akima Global Technology (AGT), an Akima company, is not just another federal IT contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.

At AGT, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.

For our shareholders, AGT provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.

For our government customers, AGT delivers new technologies and partners with leading edge commercial enterprises to deliver unique and innovative IT solutions.

As an AGT employee, you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.