Help Desk Technician

Koniag Government Services•Silver Spring, MD

6d•Onsite

About The Position

Arlluk Technology Solutions (ATS), a Koniag Government Services company, is seeking an experienced Help Desk Technician to support ATS and our government customer in Silver Spring, Maryland. This is an onsite position. 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.

Requirements

Ability to be cleared at Secret level.
High school diploma or GED required.
Security+ CE required.
Windows 10 or later operating system training certificate required before starting.
3+ years of experience working with and troubleshooting Windows desktops and MFDs.
Candidates must be a US Citizen with the ability to obtain a successful background investigation.
Strong analytical and problem-solving skills
Able to function, adapt, and succeed in a constantly changing, fast-paced environment
Positive attitude and motivation to deliver highest quality work
Strong communication skills (both verbal and written)
Self-organized and structured, with the ability to define your own tasks
Well-versed with MS Office Suite (Word, Excel and PowerPoint)

Nice To Haves

Experience with DOD environment, policies, and security requirements preferred.
5 years of experience in related field preferred.

Responsibilities

Perform Tier I and Tier II Help Desk support during normal business hours 0700-1700 Monday – Friday, excluding holidays. Shifts are the standard 8 hours. Support is on a staggered arrival structure across team to ensure support is available from open to close.
Support the Incident, Problem, and Request Management process leveraging the ITIL service framework and best-business practices.
Utilize the ServiceNow ticketing system.
Provide End User Development (EUD) support and incident resolution remotely and through touch-labor services to ensure that the end user operation environment is functional.
Install and connect desktops, laptops, and other peripherals to the network, wipe and rebuild infected desktops, software installation, and assist users with services and products.
Repair desktops/laptops, printers, scanners, and other approved peripherals.
Identify repair part(s) and provide a suggested source to the MID management team for their purchase.
Image all new computers with the current approved NMRC operating system and ensure all applicable IAVA patches and endpoint security software are applied before issuance.
Backup data before working on any equipment and make every effort to maintain the user’s data without loss during repair of equipment.
Provide network printer/Multifunction Device (MFD) support.
Ensure all network printers/MFD are configured in accordance with appropriate DISA STIG prior to adding to the network.
Perform software installation, including Operating System, MS Office Suite, anti-virus software, commercial-off-the-shelf (COTS) needed by users for their work, assisting with services and products.
Troubleshoot O365, email, iPhone, and user accounts issues.
Set up and support VTC events in various conference rooms.
Document troubleshooting steps, processes, and solutions to the Knowledge Base ensuring information is available to all team members.
Leverage the Knowledge Base to troubleshoot issues and implement solutions.
Review recent efforts and issues to determine trends, determine if the knowledgebase needs to be updated with new information or procedures, and recommend solutions/process improvements to the MID management team.
Work with the Cyber team to ensure all desktops are compliant with security requirements by patching/updating systems.
Submit a monthly work status report.
Other duties as assigned.