Intermediate Help Desk Technician

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

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

PWS Task Area: PWS 2.15 - IT Service Management

Required Clearance: Active TS/SCI

Certifications: Security+ CE, Network+ CE, or ITIL 4 Foundation (minimum one required)

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

Required Experience: Minimum of three (3) years of specialized experience in system administration, network administration, or service desk operations within Federal or Department of War (DoW) environments.

Position Description

Ailani Wind Joint Venture is seeking an Intermediate Help Desk Technician to support IT Service Management and endpoint operations at the Russell-Knox Building. The technician serves as a primary point of contact for users requesting technical assistance by telephone, walk‑in support, and the enterprise ticketing system. This position provides first‑look diagnosis and resolution, maintains complete ticket records, coordinates escalation when necessary, and supports executive, mobile‑device, and video teleconference users. The technician applies DAF and cyber enterprise procedures while delivering timely, professional customer service.

Primary Responsibilities

Typical Responsibilities/Tasks:

• Receive, document, categorize, prioritize, and track incidents and service requests through closure in the approved ITSM platform.
• Provide phone, walk‑in, and ticket‑based first‑level support for Government users.
• Troubleshoot DoW and DAF end‑user hardware, operating systems, approved applications, peripherals, mobile devices, and connectivity issues.
• Resolve incidents within assigned authority and *escalate* unresolved or high‑impact issues to the appropriate technical team with complete diagnostic information.
• Support account and access requests, authentication issues, and related user‑access workflows in accordance with approved procedures.
• Provide responsive support to senior leaders, executive users, and video teleconference users.
• Assist with outage and major‑incident response, user notifications, status updates, restoration tracking, and post‑incident documentation.
• Monitor assigned queues and dashboards to ensure tickets are acknowledged, updated, and resolved within required performance standards.
• Create and maintain knowledge articles, troubleshooting procedures, recurring‑issue documentation, and accurate resolution notes.
• Identify recurring problems and ticket trends and provide data to support problem management, reporting, and service improvement.
• Protect classified and sensitive information and comply with DAF cybersecurity, privacy, configuration‑management, and acceptable‑use requirements.

Required Qualifications

• Expert‑level knowledge of DAF cyber enterprise policies and procedures and applicable USCYBERCOM and AFCYBER processes.
• Knowledge of DoW and DAF end‑user configurations, approved applications, endpoint technologies, and troubleshooting methods.
• Demonstrated ability to diagnose incidents, document actions clearly, and determine when escalation is required.
• Ability to use enterprise ITSM, remote‑support, monitoring, and knowledge‑management tools.
• Strong customer‑service, verbal‑communication, written‑communication, and follow‑through skills.
• Ability to work effectively with users and technical teams in a classified Federal environment.

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 -66K

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.

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.