Intermediate Help Desk Technician

Ailani Hawaiian, LLC; Virginia; On-site; USD 60,000 - 70,000; Full time

Job summary

Ailani Wind Joint Venture seeks an Intermediate Help Desk Technician to support ITSM and endpoint operations in a Federal environment at the Russell-Knox Building. You will be the first contact for users via phone, walk-in, and enterprise tickets, performing diagnostics, resovling simple issues, and escalating complex problems as needed.

You will maintain ticket records, support executive and VIP users, assist with outages, and follow DAF cyber enterprise procedures while delivering timely,

Qualifications

• Active TS/SCI clearance required.
• Experience diagnosing incidents and escalating as needed.
• Three years of specialized experience in DoW/Federal environments.

Responsibilities

• Receive, document, categorize, and track incidents through closure.
• Provide first-level support via phone, walk-in, and ticket system.
• Troubleshoot DoW/DAF end-user hardware, OS, apps, peripherals, mobile devices, and connectivity.

Skills

ITSM tools

Customer service

Incident management

End-user support

Communication

Education

Associate degree in IT / related field

Tools

ITSM platform

Remote support tools

Knowledge management

Job description

All Jobs > Intermediate Help Desk Technician

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.

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 elevate 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.

Requirements

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.

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.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.