Help Desk Technician

Overview

Job Summary:

Akima Global Technology is looking for a Help Desk Technician IV to work at Wright Patterson AFB, Ohio. To join our team of outstanding professionals, apply today!

Responsibilities

Job Responsibilities:

• Provides Service Desk support 24 hours a day for 365 days per year and be the single point of contact for all IT related issues for both internal and external customers.

• Provides walk-in customer support from 0700-1500 M-Fr.

• Provides updates in tickets in accordance with NASIC/SC policy and resolve all tickets to meet NASIC/SC Service Level expectations.

• Provides quality customer service with less than 2 customer complaints/month.

• Services tickets daily to include walk-ins, phone calls, and user submitted trouble tickets.

• Provides local registration authority (LRA) for SIPRNet tokens and JWICS PKIs.

• Provides the following types of Level I1 and Level II support:

• Remote Support: provide remote diagnosis/resolution of end-user requests/problems in a customer service oriented, team environment.

• Documents all outages, errors, maintenance, issues, and contacts in the CFP log.

• Performs monitoring (network, system, environmental) of multiple data centers/facilities utilizing a variety of scripts, web-pages, and commercial applications to include notification of subject matter expert (SME) for restoral.

• Coordinates corrective action required by outside/parent agencies as required.

• Be responsible for monitoring, opening, assigning, updating and closing tickets on up to 4 separate ticketing systems.

• Troubleshoots assigned tickets using Standard Operating Procedures (SOP’s).

• Provides administrative support as required such as granting/revoking network access and file permissions; performing file/directory restorations; de-provisioning of email accounts; installation of desktop software.

• Provides administrative support to user account creation and maintenance to include resetting account passwords and unlocking accounts.

• Provides administrative support to users for group policy additions and deletions, org box additions and deletions, folder permission issuance and revocation.

• Provides desktop support at the customer’s location as required such as adding workstations to the domain, troubleshooting hardware issues, installing drivers; desktop support includes Windows and Red Hat Linuxworkstations and mobile computing (i.e. laptops and tablets).

• Provides 24-hour network and environmental monitoring and appropriate alarm reporting utilizing NASIC-provided tools/capabilities.

• Uses the NASIC-provided network monitoring tool (E.g. Solarwinds) to monitor and support various networks and system assets.

• Be able to navigate Active Directory and utilize standard Linux based commands.

• Replaces workstations with like systems and reload all applicable user applications.

• Coordinates with other duty sections such as hardware technicians and software administrators when additional Level II2 or Level III3 support is required.

• Utilizes NASIC-provided environmental monitoring system (E.g. Site Scan) to discover and report environmental systems problems.

• Follows the Standard Operating Procedures for backup and restoration.

• Physically or remotely logs into the system and execute prepackaged Microsoft Installers (MSIs) or follow prescribed flowcharts/checklists.

• Provides daily network status reports.

• Assists Air Force Network (AFNET) Enterprise Service Desk (ESD) with resolution of Remedy trouble tickets.

• Provides monthly functional area reports summarizing work accomplished, work planned in next month and important issues occurring during the month.

• De-provision accounts, email, and folders as requested across NIPRNet, Cornerstone-Secret, and Cornerstone-Top Secret.

• Acts as the trusted agent for all PKI revocations and issuance.

• Acts as the trusted agent for all SIPRNet token revocation and issuance.

• Acts as the LRA for SIPRNet tokens and JWICS PKI.

• Virus scan media, transfer data from physical media, and move data between networks per NASIC Instruction 33-201.

Qualifications

Minimum Qualifications:

• Possess & maintain Information Assurance Technical (IAT) Level II certification as required by Air Force Manual (AFMAN) 17-1303, Department of Defense (DoD) Directive 8140.01, and DoD 8570.01-M.

• Active TS/SCI

Job: Information Technology

Travel: None

Organization: AGT - Akima Global Technology

Clearance: TS/SCI

Work Type: On-Site

Remote: No

ReqID: 2024-8413