Intermediate Help Desk Technician

Ailani Wind Joint Venture is seeking an Intermediate Help Desk Technician to support IT Service Management and endpoint operations at the Russell-Knox Building. The technician serves as a primary point of contact for users requesting technical assistance by telephone, walk-in support, and the enterprise ticketing system.

This position provides first-look diagnosis and resolution, maintains complete ticket records, coordinates escalation when necessary, and supports executive, mobile-device, and video teleconference users. The technician applies DAF and cyber enterprise procedures while delivering timely, professional customer service.

Typical Responsibilities/Tasks:

• Receive, document, categorize, prioritize, and track incidents and service requests through closure in the approved ITSM platform.

• Provide phone, walk-in, and ticket-based first-level support for Government users.

• Troubleshoot DoW and DAF end-user hardware, operating systems, approved applications, peripherals, mobile devices, and connectivity issues.

• Resolve incidents within assigned authority and escalate unresolved or high-impact issues to the appropriate technical team with complete diagnostic information.

• Support account and access requests, authentication issues, and related user-access workflows in accordance with approved procedures.

• Provide responsive support to senior leaders, executive users, and video teleconference users.

• Assist with outage and major-incident response, user notifications, status updates, restoration tracking, and post-incident documentation.

• Monitor assigned queues and dashboards to ensure tickets are acknowledged, updated, and resolved within required performance standards.

• Create and maintain knowledge articles, troubleshooting procedures, recurring-issue documentation, and accurate resolution notes.

• Identify recurring problems and ticket trends and provide data to support problem management, reporting, and service improvement.

• Protect classified and sensitive information and comply with DAF cybersecurity, privacy, configuration-management, and acceptable-use requirements.

• Expert-level knowledge of DAF cyber enterprise policies and procedures and applicable USCYBERCOM and AFCYBER processes.

• Knowledge of DoW and DAF end-user configurations, approved applications, endpoint technologies, and troubleshooting methods.

• Demonstrated ability to diagnose incidents, document actions clearly, and determine when escalation is required.

• Ability to use enterprise ITSM, remote-support, monitoring, and knowledge-management tools.

• Strong customer-service, verbal-communication, written-communication, and follow-through skills.

• Ability to work effectively with users and technical teams in a classified Federal environment.

Requirements:

Desired Qualifications

· Experience supporting DAF or AFOSI users and mission environments.

· Experience supporting executive/VIP users, mobile devices, and VTC services.

· Working knowledge of incident, problem, change, and knowledge management based on ITIL practices.

· Additional relevant CompTIA, ITIL, HDI, Microsoft, or endpoint-support certifications.

Required Clearance: Active TS/SCI

Certifications: Security+ CE, Network+ CE, or ITIL 4 Foundation (minimum one required)

Required Education: Associate’s degree or higher in Information Technology, Cybersecurity, Computer Science, or a related discipline. Equivalent specialized experience may be accepted.

Required Experience: Minimum of three (3) years of specialized experience in system administration, network administration, or service desk operations within Federal or Department of War (DoW) environments.