Intermediate Help Desk Technician

PingWind, Inc.; Quantico (VA); On-site; USD 48,000 - 75,000; Full time

Benefits offered by this job

Eleven Federal Holidays

Paid Time Off

Parental Leave

Job summary

PingWind, Inc. seeks an Intermediate Help Desk Technician to serve as the primary point of contact for end users, providing ongoing support, monitoring, and lifecycle management of incident tickets for AFOSI networks across multiple classification levels.

You will deliver comprehensive IT support, including transitions, operations, maintenance, and backups, while resolving issues and documenting interactions in ITSM. Strong AD, Intune, and mobile-device management experience are required.

Qualifications

• Must be certified at IAT Level II (Security+ or equivalent DoD 8140)
• Strong desktop application administration experience (Microsoft Office, browsers, anti-virus)
• Experience with Active Directory
• Experience managing ticket resolution ITSM (ServiceNow)
• Experience imaging of workstations
• Experience with mobile device management and issuing devices
• Experience with iPhone devices and Purebred software for mobile device management
• Experience with Intune devices and Intune software
• Demonstrates courteous, timely and professional customer interaction
• Excellent customer service and communication skills across organizational levels

Responsibilities

• Provide Service Desk support for AFOSI networks across classification levels.
• Deliver end-to-end IT support, including transitions, operation, maintenance, restoration, and backups.
• Resolve customer problems and install/configure client and server devices.
• Document troubleshooting steps and customer interactions in ITSM.
• Identify trends and propose mitigation plans to prevent outages.
• Notify customers of status and priority changes with updates.
• Assist with password resets, imaging, cabling, and Navy trouble-ticket coordination.
• Monitor tickets for outages and communicate updates to affected users.
• Install peripherals and ensure documentation complies with DoD policies.
• Apply patches and security fixes per local instructions.

Skills

Customer service

Ticket resolution

Active Directory

ITSM (ServiceNow)

Workstation imaging

Mobile device management

Intune

iPhone devices

Education

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

Tools

ServiceNow

Intune

Purebred software

Job description

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.

Primary Responsibilities

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.

About PingWind

PingWind is focused on delivering outstanding services to the federal government. We have extensive experience in the fields of cybersecurity, development, IT infrastructure, supply chain management and other professional services such as system design and continuous improvement. PingWind is an SBA certified Service-Disabled Veteran-Owned Small Business (SDVOSB) with offices in Northern Virginia and Huntsville AL.
www.PingWind.com

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

PingWind, Inc. does not discriminate in employment opportunities, terms, and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law.