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NANA IT Support Specialist II in Suffolk, Virginia

IT Support Specialist II


Akima is an Alaska Native Corporation (ANC) with 30 years of federal contracting experience and over 7,500 employees supporting more than 14,300 Iñupiat shareholders in the NANA region of Alaska. Akima provides the backbone infrastructure to support more than 40 socio-economically disadvantaged small businesses (SDBs) with mature business processes and shared back-office support services normally only found in a Fortune 500 defense contractor. Our employees form one of the broadest skill sets in all of government and industry delivering services and solutions in fields as diverse as aviation, construction, facilities and logistics, information technology, protective services and detention management, and systems engineering. We continually look for the very best and brightest to support our commitment to superior outcomes across today’s most complex and critical missions worldwide. To learn more about Akima, LLC and opportunities across our family of companies, visit .


We are seeking a Help Desk Technician at our office in Suffolk, VA. The position will provide the timely delivery of high quality Level 1 and Level 2 services & support to all internal and external clients. This individual will support our internal customers on site as well as providing phone support and remote support to employees based across the US and international locations. All helpdesk employees work with our trouble ticketing system and support ticket resolution in a timely fashion.


  • Provide laptop and desktop PC support for on and off site users with equipment running Windows operating systems integrated with Active Directory.

  • Provide conference room support including but not limited to troubleshooting A/V equipment, assisting initial setup for meetings utilizing Zoom and Teams.

  • Provide exceptional customer service and Helpdesk support via phone, email and in person for end users of equipment described above, including support of various in-house and COTS applications.

  • Provide PC system image creation, maintenance and troubleshooting supporting Windows 10.

  • Install and test computer equipment including, but not limited to, desktops, laptops, monitors, memory chips, cabling, and accessories.

  • User account and email creation utilizing Active Directory and Microsoft Exchange.

  • Diagnosis and resolution of all PC support issues including but not limited to hardware failures, operating system errors, software compatibility issues, printing issues, and network connectivity.

  • Identify and escalate complex problem reports or service requests to next tier of support as appropriate.

  • Complete work order tickets, including ticket creation at the time of initial problem report/service request, status documentation of open work orders, and proactively informing users of progress.

  • Provide conference room support including but not limited to troubleshooting A/V equipment, assisting initial setup of meetings.

  • Provide assistance with the relocation and implementation of user IT equipment.

  • Meet service request SLAs and project timelines.

  • Work with other team members to ensure the timely completion of complex issues.

  • Provide support for other company issued equipment such as cell phones, tablets, etc.

  • Maintain awareness of new and emerging technologies and products provided by IT.

Meet service request SLAs and project timelines.

Work with other team members to ensure the timely completion of complex issues.

Maintain awareness of new and emerging technologies and products provided by IT.


Minimum Qualifications:

  • Minimum of three (3) years of professional experience in areas of end-user support and maintenance of PC hardware and software in a Windows environment.

  • Solid experience supporting virtual meeting equipment, VTC, AV equipment and meeting setup for ZOOM and TEAMs meetings

  • Must have excellent customer service and communication skills.

  • Must have high-energy work ethic and be available to work non-standard hours.

  • Must be organized, have attention to detail, and be able to prioritize and multi-task effectively.

  • Ability to work under pressure.

  • Strong working knowledge of Windows 10 operating systems.

  • Proficiency with both using and maintaining Office 365 suites.

  • General understanding and experience with general TCP/IP connectivity issues.

  • Ability to work with end users with varying levels of technical experience.

  • Excellent decision making and problem solving skills.

Excellent oral and written communication skills, fluent in English.

Available for periodic on-call and after-hours support including holidays and weekends.

Ability to work independently with general supervision.

Other duties as assigned.


Associates or Bachelor’s degree in IT related field or equivalent work experience.

Working knowledge of SCCM software management infrastructures.

Work Environment and Physical Demands:

  • General office environment

  • Ability to lift up to 25 lbs.

The duties and responsibilities listed in this job description generally cover the nature and level of work being performed by individuals assigned to this position. This is not intended to be a complete list of all duties, responsibilities, and skills required. Subject to the terms of an applicable collective bargaining agreement, the company management reserves the right to modify, add, or remove duties and to assign other duties as may be necessary. We wish to thank all applicants for their interest and effort in applying for the position; however, only candidates selected for interviews will be contacted.

We are an equal opportunity employer. All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law.

We are committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you have a physical and/or mental disability and are interested in applying for employment and need special accommodations to use our website to apply for a position please contact, Recruiting Services at or 571-353-7053. Reasonable accommodation requests are considered on a case-by-case basis.

The dedicated email and telephonic options above are reserved only for individuals with disabilities needing accessibility assistance to apply to an open position using our website.

Please do not use the dedicated email or phone number above to inquire on the status of your job application.

In order for our company to stay compliant with government regulations, please apply on line. Please DO NOT email resumes or call in lieu of applying online unless you have a physical and/or mental disability and need assistance with the online application.

Job: Information Technology

Primary Location: US-VA-Suffolk

Shift: Day Job

Req ID: AKI04564