TS/SCI Help Desk Technician - Mid-Level IT Support

PingWind, Inc.; Quantico (VA); Sur place; USD 48 000 - 75 000; Plein temps

Avantages offerts par ce poste

Eleven Federal Holidays

Paid Time Off

Parental Leave

Résumé du poste

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

Responsabilités

• 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.

Connaissances

Customer service

Ticket resolution

Active Directory

ITSM (ServiceNow)

Workstation imaging

Mobile device management

Intune

iPhone devices

Formation

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

Outils

ServiceNow

Intune

Purebred software

Description du poste

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.