Help Desk Specialist

Koniag Government Services•Arlington, VA

1d•Onsite

About The Position

Koniag Data Solutions, a Koniag Government Services company, is seeking a Help Desk Specialist with an active Secret clearance to support KDS and our government customer in Arlington, VA. 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. Essential Functions, Responsibilities & Duties may include, but are not limited to: Will be required to perform Touch Labor, fixes, configuration, troubleshoot issues and problems, and install software for a variety of end-user and other devices such as printers, VTC suites, monitors, keyboards, mice, headsets, cameras, VOIP phones. Tier II technicians are the primary POC for incident and problem resolution and escalation. Knowledge of a wide range of applications, operating systems, protocols, IT equipment, techniques, requirements, methods, and procedures to provide desktop automation support to a customer base. Ensure Information Assurance (IA) requirements are met for all devices. Knowledge of automated system customer support methods and techniques to include troubleshooting, recovery, adjusting, modifying, improving, and resolving computer and software problems. Knowledge of customer support concepts and methods, installed operating systems, and the IT infrastructure to serve as customer technical analyst with responsibility for resolving the most complex customer problems. Knowledge and skill in applying operating systems principles and methods, and the functionality of the current systems environment to configure systems components such as disk drives, printers, and other peripherals needed to support the operating environment. Knowledge of a wide range of automation techniques, requirements, methods, and procedures to evaluate and advise on new and emerging technologies. Ability to use qualitative and quantitative techniques to evaluate help desk program effectiveness. Specialized knowledge of Microsoft software products, skill in applying operating systems, and the ability to configure system components such as disk drives, printers, and other peripherals needed to support the operating environment. Working knowledge of and skill in applying maintenance concepts and methods to troubleshoot system problems. Working knowledge of and experience working with Active Directory. Working knowledge of and experience working with local and secure networks. Working knowledge of and experience working with Virtual Desktop Infrastructure (VDI), especially VMware. Assists with interpreting policies, procedures, and strategies that govern the planning and delivery of help desk services. Working knowledge of and experience working in and around Army environments and familiar with Classified IT support. Familiar with decommissioning of Army assets and Lifecycle Management SOPs.

Requirements

Active Secret clearance
High School Diploma or GED
2 years of Help Desk Experience
Knowledge of a wide range of applications, operating systems, protocols, IT equipment, techniques, requirements, methods, and procedures.
Knowledge of automated system customer support methods and techniques.
Knowledge of customer support concepts and methods, installed operating systems, and the IT infrastructure.
Knowledge and skill in applying operating systems principles and methods, and the functionality of the current systems environment.
Knowledge of a wide range of automation techniques, requirements, methods, and procedures.
Specialized knowledge of Microsoft software products.
Skill in applying operating systems.
Working knowledge of and skill in applying maintenance concepts and methods.
Working knowledge of and experience working with Active Directory.
Working knowledge of and experience working with local and secure networks.
Working knowledge of and experience working with Virtual Desktop Infrastructure (VDI), especially VMware.
Working knowledge of and experience working in and around Army environments and familiar with Classified IT support.
Familiar with decommissioning of Army assets and Lifecycle Management SOPs.

Nice To Haves

Excellent problem-solving and troubleshooting skills.
Effective communication skills with the ability to explain technical concepts to non-technical stakeholders.
Ability to work independently and collaboratively in a team-oriented environment.
Certification in ITIL or other relevant service management certifications is a plus.

Responsibilities

Perform Touch Labor, fixes, configuration, troubleshoot issues and problems, and install software for a variety of end-user and other devices such as printers, VTC suites, monitors, keyboards, mice, headsets, cameras, VOIP phones.
Serve as the primary POC for incident and problem resolution and escalation.
Provide desktop automation support to a customer base.
Ensure Information Assurance (IA) requirements are met for all devices.
Troubleshoot, recover, adjust, modify, improve, and resolve computer and software problems.
Serve as customer technical analyst with responsibility for resolving the most complex customer problems.
Configure systems components such as disk drives, printers, and other peripherals needed to support the operating environment.
Evaluate and advise on new and emerging technologies.
Evaluate help desk program effectiveness.
Troubleshoot system problems.
Assist with interpreting policies, procedures, and strategies that govern the planning and delivery of help desk services.
Support Army environments and classified IT.
Decommission Army assets and follow Lifecycle Management SOPs.