Help Desk Technician (TS/SCI Required)

• Provides Service Desk support and be the single point of contact for all IT related issues for both internal and external customers.
• Provides walk-in customer support.
• 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, webpages, 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. 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).
• Provides 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 II or Level III 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.
• 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, vision, life insurance, 401(k) and a range of other voluntary benefits. Paid Time Off (PTO) is offered to regular full-time and part-time employees.

Work Where it Matters Akima Global Technology (AGT), an Akima company, is not just another federal IT contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska. At AGT, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States. For our shareholders, AGT provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years. For our government customers, AGT delivers new technologies and partners with leading edge commercial enterprises to deliver unique and innovative IT solutions.