Help Desk Technician (TS/SCI Required)

Key Responsibilities

• Provide Tier 1 technical support for walk-in, telephone, and electronically submitted customer incidents and service requests.
• Diagnose and resolve end-user hardware, software, account, network-access, and other common IT issues using approved troubleshooting procedures, SOPs, and knowledge-management resources.
• Monitor, open, update, assign, escalate, and close incidents and service requests across up to four separate Government-provided ticketing systems.
• Accurately document customer information, troubleshooting actions, resolution steps, outages, errors, maintenance activities, and other relevant information within appropriate ticketing systems and operational logs.
• Provide account-administration support including account locks/unlocks, password resets, granting and revoking authorized network access and file permissions, group-policy changes, organizational mailbox assignments, and other approved account-management activities.
• Perform approved file and directory restorations and assist customers with authorized desktop software installation and troubleshooting.
• Remotely access customer systems to diagnose and resolve problems, execute approved software installations, and perform troubleshooting using established checklists and procedures.
• Escalate incidents and service requests that cannot be resolved at the Tier 1 level to the appropriate desktop, hardware, software, network, A/V, or other Tier 2 support organization.
• Coordinate with Air Force and enterprise support organizations as necessary to facilitate resolution of customer issues.
• Monitor network, system, and environmental conditions using NASIC-provided tools and report alarms, outages, or service-delivery issues in accordance with established procedures.
• Assist with daily network and service-delivery status reporting and ensure significant customer or mission-impacting issues are promptly communicated to appropriate leadership.
• Provide Video Teleconference (VTC) session support, including assisting customers with establishing and maintaining VTC connectivity and responding to technical issues occurring before or during scheduled sessions.
• Perform initial troubleshooting of VTC equipment, displays, microphones, connections, and supporting conference-room technology and coordinate with A/V personnel or other technical organizations when additional support is required.
• Respond to VTC service issues in a timely manner, maintain communication with customers during troubleshooting, and escalate unresolved issues to the appropriate support personnel.
• Utilize and maintain local SOPs, troubleshooting guides, knowledge articles, and other knowledge-management documentation in accordance with NASIC policy.
• Perform media virus scanning and other authorized Service Desk support functions as assigned.
• Maintain a high level of professionalism and customer service while supporting users with varying levels of technical knowledge.
• Comply with all applicable NASIC, Air Force, DoD, cybersecurity, information-protection, and operational policies and procedures.

Requirements & Tech Stack

• TS/SCI security clearance required.
• Information Assurance Technical (IAT) Level II certification must be possessed and maintained, as required by Air Force Manual (AFMAN) 17-1303, Department of Defense (DoD) Directive 8140.01, and DoD 8570.01-M.

Qualifications

• Help Desk Technician III experience.
• Experience providing Tier 1 technical support to customers across multiple classified and unclassified networks.
• Experience with troubleshooting customer issues.
• Experience with administering user accounts and permissions.
• Experience with documenting and managing trouble tickets in multiple ticketing systems.
• Experience monitoring enterprise systems.
• Experience with escalating issues to appropriate support organizations.
• Experience providing Video Teleconference (VTC) session support.
• Experience responding to VTC-related technical issues.
• Experience coordinating with A/V and other technical support personnel.