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.

Required Qualifications

• 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.

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.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.