Help Desk Technician

Akima, LLC is seeking a Help Desk Technician III to support NASIC, NSIC, and mission-partner customers at Wright-Patterson AFB, Ohio. In this onsite role, you’ll deliver Tier 1 technical assistance across multiple classified and unclassified networks, managing incidents and service requests while administering user access and monitoring enterprise systems.

What you’ll do

• Provide Tier 1 technical support for walk-in, telephone, and electronically submitted customer incidents and service requests during established NASIC core hours.
• Diagnose and address end-user issues involving hardware, software, account access, network access, and other common IT problems using approved troubleshooting procedures, SOPs, and knowledge-management resources.
• Monitor and manage incidents and service requests by opening, updating, assigning, escalating, and closing items across up to four separate Government-provided ticketing systems.
• Maintain accurate documentation in ticketing systems and operational logs, including customer details, troubleshooting steps, resolution actions, outages, errors, and maintenance activities.
• Support account administration tasks such as account locks/unlocks, password resets, granting and revoking authorized network access and file permissions, group-policy changes, and organizational mailbox assignments.
• Perform approved file and directory restorations and assist with authorized desktop software installation and troubleshooting.
• Use remote access to diagnose and resolve issues, execute approved software installations, and complete troubleshooting with established checklists and procedures.
• Escalate unresolved items to the appropriate Tier 2 support organizations covering desktop, hardware, software, network, A/V, or other specialties.
• Coordinate with Air Force and enterprise support organizations as needed to facilitate resolution of customer issues.
• Monitor network, system, and environmental conditions using NASIC-provided tools, and report alarms, outages, or service-delivery issues according to established procedures.
• Assist with daily network and service-delivery status reporting and ensure significant customer or mission-impacting issues are promptly communicated to appropriate leadership.
• Provide VTC session support, helping customers establish and maintain connectivity and responding to technical issues before or during scheduled sessions.
• Perform initial troubleshooting of VTC equipment, displays, microphones, connections, and supporting conference-room technology, coordinating with A/V personnel or other technical organizations when additional help is required.
• Respond to VTC service issues in a timely manner, maintain communication with customers during troubleshooting, and escalate unresolved issues to the appropriate support personnel.
• Use and maintain local SOPs, troubleshooting guides, knowledge articles, and other knowledge-management documentation in accordance with NASIC policy.
• Perform media virus scanning and other authorized Service Desk support functions as assigned.
• Maintain professionalism and customer service standards for users with varying levels of technical knowledge.
• Comply with applicable NASIC, Air Force, DoD, cybersecurity, information-protection, and operational policies and procedures.

Requirements

• Must possess and maintain Information Assurance Technical (IAT) Level II certification as required by Air Force Manual (AFMAN) 17-1303, Department of Defense (DoD) Directive 8140.01, and DoD 8570.01-M.
• Must have an active TS/SCI security clearance.

Benefits

• Comprehensive benefits program including medical, dental, vision, life insurance, 401(k), and other voluntary benefits.
• Paid Time Off (PTO) for regular full-time and part-time employees.
• Pay Range: $31.25-$38.47 (hourly); listed rate: USD 31 - 38 per hourly.
• Work Type: On-Site.
• Job ID: 2026-25311.