Help Desk Technician (TS/SCI Required)

Akima; Ohio; Presencial; USD 43.000 - 53.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Comprehensive benefits

PTO

Descripción de la vacante

Akima Global Technology is seeking a Help Desk Technician III to support Wright Patterson AFB, Ohio. You will provide Tier 1 technical assistance for walk-ins, calls, and electronic requests, diagnosing hardware, software, and network issues using approved procedures and knowledge bases.

Responsibilities include incident tracking across multiple ticketing systems, user account administration, software installation support, VTC setup, and escalation to Tier 2 when needed.

Formación

• Requires active TS/SCI clearance.
• Requires IAT Level II certification as per DoD/AFMAN directives.

Responsabilidades

• Provide Tier 1 technical support for walk-in, phone, and electronic incidents.
• Document details and actions in ticketing systems; escalate as needed.
• Support account administration, including password resets and access management.
• Assist with VTC setup and troubleshooting; coordinate with A/V and other teams.
• Maintain NASIC SOPs and knowledge articles; follow security policies.

Conocimientos

TS/SCI clearance

IAT Level II

Educación

IAT Level II certification

Descripción del empleo

Akima Global Technology is looking for a Help Desk Technician III to work at Wright Patterson AFB, Ohio.

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, escalate, 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

2026-26491

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.