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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Intermediate Help Desk Technician - **Company:** Ailani Hawaiian Federal LLC - **Location:** Fairfax, VA, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Configuration Management, Cyber Security, Issue Tracking Systems, Knowledge Management, Network Administration, Information Technology - **Published:** September 30, 2026 - **Apply:** https://www.juju.com/job/16_722de3a4 ## About the Role * 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. ## Description 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. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [AI or KO: Is HR ever going to use intelligent technology?](https://www.wearedevelopers.com/videos/1473-ai-or-ko-is-hr-ever-going-to-use-intelligent-technology) - [Recruiting in 2025: Will AI Help or Take Over?](https://www.wearedevelopers.com/videos/1301-recruiting-in-2025-will-ai-help-or-take-over) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [7 tips for releasing on a Friday afternoon: YouTrack to the rescue](https://www.wearedevelopers.com/videos/204-7-tips-for-releasing-on-a-friday-afternoon-youtrack-to-the-rescue) - [Get security done: streamlining application security with Aikido](https://www.wearedevelopers.com/videos/1638-get-security-done-streamlining-application-security-with-aikido) ## Related Articles - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [9 Ways to Make Money Hacking](https://www.wearedevelopers.com/magazine/333-9-ways-to-make-money-hacking) - [Dev Digest 134 - Where pixels sing?](https://www.wearedevelopers.com/magazine/477-dev-digest-134-where-pixels-sing) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence)