Help Desk/Systems Administrator

Oneida Network Infrastructure (ONI) is seeking an experienced Help Desk / System Administrator to provide Tier 1 technical support and system administration services at Wright-Patterson Air Force Base. The selected candidate will support AFRL users by resolving technical issues, maintaining system functionality, and delivering exceptional customer service through an approved ticketing system., * Efficiently address and resolve user technical issues using the approved ticketing system (currently Salesforce Service Cloud).

• Respond to user inquiries, troubleshoot hardware and software issues, and provide guidance on system usage and best practices.
• Support software and hardware issues, including workstation imaging, peripherals, and mobile devices.
• Track, manage, and resolve help desk tickets in accordance with assignment rules and escalation policies.
• Ensure timely issue resolution according to performance thresholds while maintaining high customer satisfaction.
• Optimize help desk resources and provide subject matter expertise and best practices to users.
• Team handles an expected workload of approximately 450-800 help desk tickets per month across all support categories.

Do you have experience in Windows?, * 5+ years of relevant IT support or system administration experience (Help Desk, Desktop Support, or Systems Administration).

• DoD 8140/8570 IAT Level II certification (451 System Administrator) or equivalent compliant certification.
• Familiarity with ticketing systems (Salesforce Service Cloud or similar ITSM platforms).
• Strong troubleshooting skills across Windows environments, hardware, imaging, and mobile devices.
• Excellent customer service, communication, and documentation skills.
• Ability to work on-site in a secure government environment., * Prior experience supporting Department of Defense or federal government environments.
• Knowledge of AFRL or Air Force IT environments and security policies.
• Experience with endpoint imaging tools and mobile device management (MDM).

Security Requirements

• Must possess a U.S. Government security clearance.
• U.S. Citizenship is required in accordance with government contract requirements.

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Paid holidays