Help Desk Technician (TS/SCI Required)

Akima, LLC is hiring an onsite Help Desk Technician for support operations at Wright-Patterson AFB, OH. In this role, you will deliver Tier 1 IT assistance for users across multiple classified and unclassified networks, help keep mission-critical services running, and support Video Teleconference (VTC) connectivity when issues arise. You will also have access to a comprehensive benefits program including medical, dental, vision, life insurance, and a 401(k), plus a PTO offering for regular full-time and part-time employees.

Responsibilities

• Provide Tier 1 technical support for walk-in, telephone, and electronically submitted customer incidents and service requests during established NASIC core hours.
• Diagnose and resolve end-user issues involving hardware, software, account, and network access using approved troubleshooting procedures, SOPs, and knowledge-management resources.
• Monitor, open, update, assign, escalate, and close incidents and service requests in up to four separate Government-provided ticketing systems.
• Document customer information, troubleshooting steps, resolution actions, outages, errors, maintenance activities, and other relevant details in ticketing systems and operational logs.
• Support account administration tasks such as account locks/unlocks, password resets, granting and revoking authorized network access and file permissions, group-policy changes, organizational mailbox assignments, and other approved account-management activities.
• 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 troubleshoot using established checklists and procedures.
• Escalate items that cannot be resolved at the Tier 1 level to the appropriate desktop, hardware, software, network, A/V, or other Tier 2 support organizations.
• Coordinate with Air Force and enterprise support organizations as needed to facilitate resolution.
• 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 leadership.
• Provide VTC session support, helping users establish and maintain VTC connectivity and responding to technical issues before or during scheduled sessions.
• Perform initial VTC troubleshooting for equipment, displays, microphones, connections, and conference-room technology, coordinating with A/V or other technical organizations when additional support is required.
• Respond to VTC service issues in a timely manner, maintain communication during troubleshooting, and escalate unresolved issues to appropriate support personnel.
• Utilize and maintain local SOPs, troubleshooting guides, knowledge articles, and other knowledge-management documentation per NASIC policy.
• Perform media virus scanning and other authorized Service Desk support functions as assigned.
• Maintain a high level of professionalism and customer service for users with varying technical knowledge levels.
• 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, 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) offered to regular full-time and part-time employees.

Work type: On-Site
Location: Wright-Patterson AFB, OH
Pay range: $31.25-$38.47/hour
Job ID: 2026-26491