Tier 1 Help Desk Tech – TS/SCI | VTC & Network Support

Akima; Kentucky; On-site; USD 43,000 - 52,000; Full time

Benefits offered by this job

Medical, dental, vision

Life insurance

401(k)

PTO

Job summary

Akima Global Technology is seeking a Help Desk Technician III to provide Tier 1 IT support for NASIC, NSIC, and mission-partner customers across multiple networks at Wright Patterson AFB, Ohio. The role serves as the primary contact for incidents and service requests and requires professional, timely resolution of issues.

Responsibilities include diagnosing end-user hardware and software problems, managing accounts and permissions, recording activity in ticketing systems, providing VTC support,

Qualifications

• Must possess and maintain IAT Level II certification as required by AFMAN 17-1303 and DoD directives.
• Must have an active TS/SCI security clearance.

Responsibilities

• Provide Tier 1 technical support for NASIC, NSIC, and mission-partner customers across multiple networks.
• Diagnose and resolve end-user hardware, software, account, network-access, and other common IT issues using approved procedures.
• Monitor, update, and close incidents across Government-provided ticketing systems.
• Accurately document customer information, troubleshooting actions, resolution steps, outages, and maintenance in ticketing systems.
• Provide account-administration support including locks/unlocks, password resets, and permissions changes.
• Perform file and directory restorations and assist with desktop software installation and troubleshooting.
• Remotely access customer systems to diagnose and resolve problems and perform software installations.
• Escalate issues to Tier 2 support when necessary and coordinate with Air Force and enterprise teams.
• Monitor network and environmental conditions and report alarms and outages.
• Assist with daily service-delivery status reporting and communicate significant issues to leadership.
• Provide VTC session support and coordinate with A/V for any issues.
• Respond to VTC service issues promptly and maintain customer communication.
• Utilize NASIC SOPs and knowledge-management docs for troubleshooting.
• Perform media virus scanning and other Service Desk tasks as assigned.
• Maintain professionalism and customer service across users with varying technical knowledge.
• Comply with NASIC, Air Force, DoD cybersecurity, and information-protection policies.

Education

IAT II Certification

TS/SCI Security Clearance

Job description

Akima Global Technology is seeking a Help Desk Technician III to provide Tier 1 IT support for NASIC, NSIC, and mission-partner customers across multiple networks at Wright Patterson AFB, Ohio. The role serves as the primary contact for incidents and service requests and requires professional, timely resolution of issues.

Responsibilities include diagnosing end-user hardware and software problems, managing accounts and permissions, recording activity in ticketing systems, providing VTC support,