Help Desk/Systems Administrator

Job Description

Job Description

Help Desk / System Administrator - Wright-Patterson AFB (Long-Term Contract)Company: Oneida Network Infrastructure (ONI)Location: Wright-Patterson Air Force Base, OH (On-site)Position Type: Long-term ContractPosition OverviewOneida Network Infrastructure (ONI) is seeking an experienced Help Desk / System Administrator to provide Tier 1 technical support and system administration services at Wright-Patterson Air Force Base. The selected candidate will support AFRL users by resolving technical issues, maintaining system functionality, and delivering exceptional customer service through an approved ticketing system.Key ResponsibilitiesEfficiently address and resolve user technical issues using the approved ticketing system (currently Salesforce Service Cloud).Respond to user inquiries, troubleshoot hardware and software issues, and provide guidance on system usage and best practices.Support software and hardware issues, including workstation imaging, peripherals, and mobile devices.Track, manage, and resolve help desk tickets in accordance with assignment rules and escalation policies.Ensure timely issue resolution according to performance thresholds while maintaining high customer satisfaction.Optimize help desk resources and provide subject matter expertise and best practices to users.Team handles an expected workload of approximately 450-800 help desk tickets per month across all support categories.Required Qualifications5+ 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 equivalent compliant certification.Familiarity with ticketing systems (Salesforce Service Cloud or similar ITSM platforms).Strong troubleshooting skills across Windows environments, hardware, imaging, and mobile devices.Excellent customer service, communication, and documentation skills.Ability to work on-site in a secure government environment.Preferred QualificationsPrior 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 RequirementsMust possess a U.S. Government security clearance.U.S. Citizenship is required in accordance with government contract requirements.Compliance & Equal Opportunity StatementOneida Network Infrastructure (ONI) is an Equal Opportunity Employer . Qualified candidates will be considered without regard to legally protected characteristics.Qualified applicants with disabilities and protected veterans are encouraged to apply. Reasonable accommodations will be provided to individuals with disabilities upon request.