Help Desk Technician

Koniag Government Services-posted about 1 year ago
Full-time • Entry Level
Winchester, VA
Management of Companies and Enterprises
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The Help Desk Technician position at Koniag Government Services involves providing technical support to the FBI's Information Management Division. The role requires a Top-Secret Clearance and focuses on delivering quality help desk services to a dispersed user base, documenting and resolving trouble tickets, and producing weekly reports to assist in business decision-making.

  • Deliver quality help desk support services to a geographically dispersed customer base
  • Document, diagnose, escalate and/or resolve trouble tickets related to user access, business process, or user training
  • Communicate frequently with system users, via email, phone and face to face in an effort to understand and resolve their tickets
  • Act as a liaison to escalate and monitor issues between the government analysts and Tier 3 and 4
  • Document agency business rules and standard operating procedures
  • Perform additional duties as assigned
  • Produce and provide analysis for weekly reports
  • Bachelor's degree preferably in an IT related discipline
  • 3-5 years of experience supporting custom applications
  • Experience providing user support and training to a user base
  • Excellent communication, customer service and organizational skills
  • Must be fully fluent in MS Office applications, including Outlook, Word and Excel
  • Stay current with customer needs and strategies
  • Identify ways to increase adoption and customer satisfaction
  • Ability to analyze and synthesize business requirements, including recognizing patterns and conceptualizing processes
  • Health insurance
  • Dental insurance
  • Vision insurance
  • 401K with company matching
  • Flexible spending accounts
  • Paid holidays
  • Three weeks paid time off
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