IT Service Desk Technician – TS/SCI Executive Support

PingWind, Inc.; Quantico (VA); On-site; USD 48,000 - 66,000; Full time

Benefits offered by this job

Eleven Federal Holidays

Paid Time Off

Parental Leave

Medical plan options

Dental and Vision Insurance

Job summary

PingWind, Inc. is seeking an Intermediate Help Desk Technician to support IT Service Management and endpoint operations at Quantico, VA.

The role serves as the first point of contact for users requesting technical assistance by phone, walk-in, and the enterprise ticketing system. The technician performs initial diagnosis, records tickets, coordinates escalation when needed, and assists executive and VIP users.

Qualifications

• Active TS/SCI clearance required.
• Three years of specialized IT service experience in DoW/Federal environments.
• Associate degree or higher in IT, Cybersecurity, CS, or related field; equivalent experience accepted.

Responsibilities

• Log, categorize, prioritize, and track incidents in the ITSM system.
• Provide first-level help desk support via phone, walk-in, and ticketing system.
• Troubleshoot DoW/DAF end-user hardware, OS, apps, peripherals, mobile devices, and connectivity.
• Escalate complex issues with complete diagnostic information.
• Assist with access requests and authentication workflows per procedures.
• Support executives and video teleconference users; publish knowledge articles.

Skills

DAF cyber policies

End-user troubleshooting

ITSM knowledge

Customer service

Education

Associate degree or higher

Tools

ITSM platform

Remote support tools

Job description

PingWind, Inc. is seeking an Intermediate Help Desk Technician to support IT Service Management and endpoint operations at Quantico, VA.

The role serves as the first point of contact for users requesting technical assistance by phone, walk-in, and the enterprise ticketing system. The technician performs initial diagnosis, records tickets, coordinates escalation when needed, and assists executive and VIP users.