Help Desk Technician (TS/SCI Required)
Wright Patterson Afb, Ohio
Employer: Nana Regional Corporation
Industry: Information Technology
Salary: Competitive
Job type: Full-Time
OverviewAkima 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
- 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
Created: 2024-09-12
Reference: UT20YRZp1gDT
Country: United States
State: Ohio
City: Wright Patterson Afb
Similar jobs:
-
Help Desk Technician
Area Wide Protective (AWP) in North Canton, Ohio💸 $58000 - $63000 per year -
Help Desk Technician
The LaSalle Group in Fairborn, Ohio