Service Desk Analyst

Koniag Government Services, LLC•Vienna, VA

11d•$30 - $35•Onsite

About The Position

Kadiak LLC, a Koniag Government Services company, is seeking an experienced Service Desk Representative with a Top-Secret clearance to support Kadiak and its government customer in Vienna, Virginia. The position performs daily service desk operations as part of a service desk team. The work includes answering IT questions, managing tickets, troubleshooting user and equipment issues, supporting equipment inventory and refreshes, imaging workstations, installing software and updates, monitoring systems, and assisting local, international, and remote users. The role requires four years of relevant experience in web software development, a bachelor’s degree in a related field, and the ability to work in a 24/7 operational environment and participate in an on-call rotation.

Requirements

Four years of relevant experience in web software development.
Ability to demonstrate experience working in a 24/7 operational environment and on an on-call rotation.
Bachelor’s degree in a related field.
Top-Secret clearance.

Responsibilities

Provide answers to general IT-related questions.
Manage the customer’s ticketing queue.
Perform Tier 1–2 troubleshooting.
Resolve issues such as password resets, RSA tokens, and PKI certifications.
Notify users of service disruptions.
Implement technical refreshes of user equipment, including workstations, monitors, switch boxes, and card readers.
Provide customer logistics with information for equipment requiring inventory transactions when moved or decommissioned.
Maintain accurate shelf-stock records and notify the government when inventory reaches reorder points.
Image workstations with the latest operating systems.
Install commercial off-the-shelf (COTS) software.
Install virus updates on stand-alone systems.
Support hourly monitoring checks and escalate issues to the appropriate solver team.
Receive and troubleshoot calls from international and remote users to resolve issues.
Escalate issues requiring more advanced technical knowledge to the customer.
Troubleshoot hardware issues with workstations, printers, and other peripherals, including assessing system health, replacing components, and submitting vendor warranty claims.