Help Desk/Systems Administrator

Responsibilities

• Diagnose and resolve user technical issues through the approved ticketing system, Salesforce Service Cloud.
• Answer inquiries, troubleshoot hardware and software problems, and provide guidance on system usage and best practices.
• Support software and hardware issues, including workstation imaging, peripherals, and mobile devices.
• Track, manage, and close help desk tickets in line with assignment rules and escalation policies.
• Ensure timely issue resolution according to performance thresholds while maintaining high customer satisfaction.
• Optimize help desk resources and share subject matter expertise and best practices with users.
• Manage an expected workload of roughly 450-800 help desk tickets per month across all support categories.

Requirements

• 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 an equivalent compliant credential.
• Familiarity with ticketing systems such as Salesforce Service Cloud or similar ITSM platforms.
• Strong troubleshooting skills across Windows environments, hardware, imaging, and mobile devices.
• Excellent customer service, communication, and documentation abilities.
• Ability to work on-site in a secure government environment.

Technologies

• Salesforce Service Cloud

Position overview

Oneida Network Infrastructure (ONI) is looking for a seasoned Help Desk and System Administrator to provide Tier 1 technical support and on-site system administration at Wright-Patterson Air Force Base. The role focuses on resolving technical issues for AFRL users, maintaining system reliability, and delivering strong customer service through an approved ticketing workflow.

Preferred Qualifications

• 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.

Compensation & terms

• Salary: USD 70,000 - 80,000 per year
• Job type: Contract
• Location: Wright-Patterson AFB, OH on-site

Compliance & Equal Opportunity

Oneida Network Infrastructure (ONI) is an Equal Opportunity Employer. Qualified candidates will be considered without regard to protected characteristics. Applicants with disabilities and protected veterans are encouraged to apply. Reasonable accommodations are available upon request.