Job Information
Akima Help Desk Technician (TS/SCI Required) in Wright Patterson AFB, Ohio
Overview
Akima Global Technology is looking for a Help Desk Technician III to work at Wright Patterson AFB, Ohio. To join our team of outstanding professionals, apply today!
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. Service 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 Linux workstations 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 executes 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
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
We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law. If you are an individual with a disability, or have known limitations related to pregnancy, childbirth, or related medical conditions, and would like to request a reasonable accommodation for any part of the employment process, please contact us at job-assist@akima.com or 571-353-7053 (information about job applications status is not available at this contact information).
Job: Information Technology
Travel: None
Organization: AGT - Akima Global Technology
Clearance: TS/SCI
Work Type: On-Site
Remote: No
ReqID: 2024-13044