Service Desk Analyst

Koniag Government Services•Vienna, VA

9d•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 role performs daily service desk operations as part of a service desk team, providing IT support to users, maintaining ticket and inventory records, and helping keep user equipment and systems operational. The position includes answering general IT questions, managing the customer’s ticket queue, providing Tier 1–2 troubleshooting, and resolving issues such as password resets, RSA tokens, and PKI certifications. The analyst also supports equipment refreshes, workstation imaging, commercial off-the-shelf software installation, virus updates on stand-alone systems, monitoring checks, and hardware troubleshooting. The role serves international and remote users and escalates issues when they require more advanced technical knowledge.

Requirements

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

Responsibilities

Answer general IT-related questions.
Manage the customer’s ticketing queue.
Provide 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 equipment movement and decommissioning information to customer logistics for items requiring inventory transactions.
Maintain accurate shelf-stock records and notify the government when inventory reaches reorder points.
Image workstations to the latest operating systems.
Install commercial off-the-shelf 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.
Escalate issues requiring more advanced technical knowledge to the customer.
Troubleshoot workstation, printer, and peripheral hardware, including assessing system health, replacing components, and submitting vendor warranty claims.