Intermediate Help Desk Technician

Job overview

The Intermediate Help Desk Technician role is onsite in Fairfax, VA, supporting IT Service Management and endpoint operations at the Russell-Knox Building. The posting states annual compensation of $70,000–$75,000. The technician supports government users in a classified federal environment. The role provides first-level technical assistance, documents and resolves incidents, and escalates issues when needed. By supporting endpoint, account-access, executive-user, and video teleconference needs while following cybersecurity and privacy procedures, the technician helps maintain reliable user services and operational continuity.

What you'll do

• 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
• troubleshoot DoW and DAF hardware, operating systems, applications, peripherals, mobile devices, and connectivity
• resolve incidents within assigned authority and escalate unresolved or high-impact issues with diagnostic information
• support account and access requests
• assist with outage and major-incident response, notifications, status updates, and restoration tracking
• monitor queues and dashboards
• maintain knowledge articles and resolution notes
• identify recurring problems and ticket trends
• protect classified and sensitive information and follow cybersecurity, privacy, configuration-management, and acceptable-use requirements. Requires active TS/SCI clearance and at least one of Security+ CE, Network+ CE, or ITIL 4 Foundation
• an associate degree or higher or equivalent specialized experience is required, along with at least three years of relevant experience.

What we're looking for

Skills & competencies

intermediate help desk technician

it service management

endpoint support

service desk

itsm

federal it

classified environment

active ts/sci

security+ ce

network+ ce

itil 4 foundation

fairfax va

$70k–$75k/year

Work arrangement

• Weekend coverage required

Why this role

Supports executive, mobile-device, and video teleconference users in a classified federal environment; active TS/SCI clearance is required.

About the employer

AILANI HAWAIIAN FEDERAL LLC is hiring for this role. Industry: Computer Facilities Management Services. Sector: 54.