Help Desk Technician; TS​/SCI Wright Patterson Afb, OH Posted

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!

• Provide Service Desk support and be the single point of contact for all IT related issues for both internal and external customers.
• Provide walk-in customer support.
• Provide updates in tickets in accordance with NASIC/SC policy and resolve all tickets to meet NASIC/SC Service Level expectations.
• Provide quality customer service with less than 2 customer complaints/month. Service tickets daily to include walk-ins, phone calls, and user submitted trouble tickets.
• Provide local registration authority (LRA) for SIPRNet tokens and JWICS PKIs.
• Provide 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.
• Document all outages, errors, maintenance, issues, and contacts in the CFP log.
• Perform monitoring (network, system, environmental) of multiple data centers/facilities utilizing a variety of scripts, webpages, and commercial applications to include notification of subject matter expert (SME) for restoral.
• Coordinate 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.
• Troubleshoot assigned tickets using Standard Operating Procedures (SOP’s).
• Provide 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.
• Provide administrative support to user account creation and maintenance to include resetting account passwords and unlocking accounts.
• Provide administrative support to users for group policy additions and deletions, org box additions and deletions, folder permission issuance and revocation. Provide 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).
• Provide network and environmental monitoring and appropriate alarm reporting utilizing NASIC-provided tools/capabilities.
• Use 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.
• Replace workstations with like systems and reload all applicable user applications.
• Coordinate with other duty sections such as hardware technicians and software administrators when additional Level II or Level III support is required.
• Utilize NASIC-provided environmental monitoring system (E.g. Site Scan) to discover and report environmental systems problems.
• Follow the Standard Operating Procedures for backup and restoration.
• Physically or remotely log into the system and execute prepackaged Microsoft Installers (MSIs) or follow prescribed flowcharts/checklists.
• Provide daily network status reports.
• Assist Air Force Network (AFNET) Enterprise Service Desk (ESD) with resolution of Remedy trouble tickets.
• Provide 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.
• Act as the trusted agent for all PKI revocations and issuance.
• Act as the trusted agent for all SIPRNet token revocation and issuance.
• Virus scan media, transfer data from physical media, and move data between networks per NASIC Instruction 33‑201.

• Must 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.
• Must have an active TS/SCI security clearance.

Regular – The company offers a comprehensive benefits program, including medical, dental,…