Intermediate Help Desk Technician

Location: Russell-Knox Building (RKB) - Quantico, VA
PWS Task Area: PWS 2.15 - IT Service Management
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.

Position 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.

Primary Responsibilities:

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.

About PingWind

PingWind is focused on delivering outstanding services to the federal government. We have extensive experience in the fields of cybersecurity, development, IT infrastructure, supply chain management and other professional services such as system design and continuous improvement. PingWind is an SBA certified Service-Disabled Veteran-Owned Small Business (SDVOSB) with offices in Northern Virginia and Huntsville AL.
www.PingWind.com

Our benefits include:

·       Eleven Federal Holidays
·       Paid Time Off accrued each pay period
·       Parental Leave
·       Three medical plan choices with generous employer contribution
·       Dental and Vision Insurance
·       Company paid Short-Term and Long-Term Disability
·       Company paid Life and AD&D Insurance
·       401k with competitive matching and vesting schedule 
·       Continuing education assistance
·       Short Term / Long Term Disability & Life Insurance
·       Medical, Dependent Care and Commuter Flexible Spending Accounts
·       Employee Assistance Program 
·       Wellness benefits include Calm Health app and WellHub gym subsidy (formerly GymPass)
·       529 College Savings Plan
·       Legal Insurance 
·       Pet Insurance

Salary Range

$48K -66K

The pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) job responsibilities, education, certifications, experience, as well as internal equity mapping and alignment with market data, or other applicable laws.

Veterans are encouraged to apply

PingWind, Inc. does not discriminate in employment opportunities, terms, and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law.