Desktop Support Analyst

Koniag Government Services•St. George, UT

About The Position

Tuknik Government Services LLC, a Koniag Government Services company, is looking a Desktop Support Analyst to support TGS and our government customer in St. George, UT. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more. The candidate shall be required to receive, diagnose, distribute, and track the status of service requests for assistance regarding any service the BLM has (IT related and Non-IT Related) via the chosen Service Desk support management tool (currently Remedy). The candidate will follow Information Technology Infrastructure Library (ITIL), Knowledge-Centered Support (KCS), HDI best practices and established procedures and processes. Essential Duties and Responsibilities: Diagnosing and resolving routine problems for a wide variety of applications, operating systems, and equipment such as installation, configuration, optimization, upgrading, troubleshooting, and maintenance of customer hardware and software components. Providing technical assistance and solutions to customers as well as other IT staff or contractors. Collecting specific and detailed information from reference sources, software utilities, or customers. Performing basic troubleshooting of networks, web pages, desktops/laptops, and mobile devices. Utilizing the Service Desk ticketing system to document all work, progress, and resolutions. Educating customers on new processes and procedures. Ensuring tickets are promptly assigned and processed. Ensuring ticket worklogs are continuously updated while being worked, and final resolution(s) provided within all completed tickets. Contacting customers and resolving tickets within SLA timeframes. Utilizing only BLM approved remote support tools such as Dameware, Remote Assist Launcher, Microsoft Remote Desktop, to provide remote customer support. Following up with customers to ensure accurate solution and customer satisfaction before closing each ticket. Ensure tickets are closed promptly when issues are resolved. Travelling to other offices (or offsite locations) to provide onsite IT support, when approved. Continual asset management including wiping, excessing equipment, equipment tracking. Other responsibilities: Quickly address any IT Security related tickets or requests. Comply with SOP and SLA guidelines. Ensure all work performed adheres to all BLM IT security policies. Accomplish administrative tasks such as required contractor training and filling out required forms in a timely manner.

Requirements

High School degree
3 years of experience
Excellent verbal and written communication.
User of Microsoft SharePoint and Microsoft Office applications

Responsibilities

Diagnosing and resolving routine problems for a wide variety of applications, operating systems, and equipment such as installation, configuration, optimization, upgrading, troubleshooting, and maintenance of customer hardware and software components.
Providing technical assistance and solutions to customers as well as other IT staff or contractors.
Collecting specific and detailed information from reference sources, software utilities, or customers.
Performing basic troubleshooting of networks, web pages, desktops/laptops, and mobile devices.
Utilizing the Service Desk ticketing system to document all work, progress, and resolutions.
Educating customers on new processes and procedures.
Ensuring tickets are promptly assigned and processed.
Ensuring ticket worklogs are continuously updated while being worked, and final resolution(s) provided within all completed tickets.
Contacting customers and resolving tickets within SLA timeframes.
Utilizing only BLM approved remote support tools such as Dameware, Remote Assist Launcher, Microsoft Remote Desktop, to provide remote customer support.
Following up with customers to ensure accurate solution and customer satisfaction before closing each ticket.
Ensure tickets are closed promptly when issues are resolved.
Travelling to other offices (or offsite locations) to provide onsite IT support, when approved.
Continual asset management including wiping, excessing equipment, equipment tracking.
Quickly address any IT Security related tickets or requests.
Comply with SOP and SLA guidelines.
Ensure all work performed adheres to all BLM IT security policies.
Accomplish administrative tasks such as required contractor training and filling out required forms in a timely manner.