Help Desk Technician (TS/SCI Required)

Akima
United States
Workplace: OnsiteFull timeUSD 31.25 - 38.47Function: Field Service, Maintenance & Skilled TradesSkills: ["Customer service","Professionalism","Troubleshooting","Incident management","Documentation"]

Provide Tier 1 help desk support for NASIC, NSIC, and mission-partner customers across classified and unclassified networks. Triage and resolve incidents and service requests via approved troubleshooting procedures, administer user accounts and access, and manage trouble tickets across multiple ticketing systems. Monitor systems and report issues, support remote access troubleshooting, and deliver Video Teleconference (VTC) connectivity and equipment support while escalating Tier 1 issues to appropriate Tier 2 teams.

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FursaFursa
Akima
Akima
12 hours ago

Help Desk Technician (TS/SCI Required)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Provide Tier 1 help desk support for NASIC, NSIC, and mission-partner customers across classified and unclassified networks. Triage and resolve incidents and service requests via approved troubleshooting procedures, administer user accounts and access, and manage trouble tickets across multiple ticketing systems. Monitor systems and report issues, support remote access troubleshooting, and deliver Video Teleconference (VTC) connectivity and equipment support while escalating Tier 1 issues to appropriate Tier 2 teams.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Field Service, Maintenance & Skilled Trades
Seniority: Mid level

Key Responsibilities

  • •Provide Tier 1 technical support for walk-in, telephone, and electronically submitted incidents and service requests during established NASIC core hours.
  • •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 ticketing systems.
  • •Administer user accounts and permissions, including account locks/unlocks, password resets, authorized network access and file permission changes, and mailbox assignments.
  • •Provide Video Teleconference (VTC) session support, including connectivity assistance, initial equipment troubleshooting, and escalation of unresolved VTC issues to appropriate support personnel.

Pay and Benefits

Salary: USD 31.25 - 38.47
Perks:Health InsuranceDentalVisionLife Insurance401kPaid Leave

Key Requirements

  • •Must possess and maintain Information Assurance Technical (IAT) Level II certification as required by AFMAN 17-1303, DoD Directive 8140.01, and DoD 8570.01-M.
  • •Must have an active TS/SCI security clearance.
  • •Provide Tier 1 technical support for walk-in, telephone, and electronically submitted incidents and service requests during established NASIC core hours.
  • •Diagnose and resolve end-user hardware, software, account, network-access, and other common IT issues using approved procedures, SOPs, and knowledge resources.
  • •Document and manage incidents and service requests across up to four separate Government-provided ticketing systems, including accurate logging of actions and resolutions.
Skills:Customer serviceProfessionalismTroubleshootingIncident managementDocumentation
Certifications:IAT Level IIInformation Assurance Technical (IAT) Level II
Languages:En-us

Eligibility

Security Clearance:TS/SCI

Company Brief

Akima
Provides government and commercial clients with mission-critical services including operations & maintenance, logistics, IT, engineering, cybersecurity, and staffing solutions across defense, federal, and infrastructure markets.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Herndon, United States
Founded: 1996
Website