Service Desk Specialist (REMOTE)

Koniag Government Services•Chantilly, VA

2d•Remote

About The Position

Koniag Professional Services, LLC, a Koniag Government Services company, is hiring Service Desk Specialists (Tier 1) to support daily IT operations in a large federal and DoD-aligned mission environment. The position is remote and requires an active Secret security clearance supported by a Tier 3 background investigation. Specialists provide advanced Tier 1 support, detailed triage, and thorough ticket documentation, handling complex customer issues before escalating matters outside their scope. The role supports accurate, responsive service and customer satisfaction for thousands of users. Positions are scheduled during the day, with shifts within various ranges between 7 AM and 6 PM Eastern. Specialists work with Team Leads and Shift Supervisors to manage workload, maintain SLA compliance, and support consistent service desk operations.

Requirements

Active Secret security clearance supported by a Tier 3 background investigation.
High school diploma or equivalent.
2–4 years of IT help desk or customer support experience.
Experience providing advanced Tier 1 support, including troubleshooting, triage, and ticketing operations.
Experience documenting incidents accurately and thoroughly in an ITSM tool.
Experience modifying and following knowledge base articles or SOPs.
Knowledge of user account management, SSO, MFA, and authentication workflows.
Familiarity with troubleshooting common workstation, browser, and application issues.
Strong understanding of ITSM practices and ticket lifecycle processes.
Strong customer service skills and ability to handle complex Tier 1 issues professionally.
Excellent verbal and written communication abilities.
Strong attention to detail, particularly when documenting incidents and updating tickets.
Ability to follow structured troubleshooting steps and SOP-driven workflows.
Ability to multitask in a fast-paced, SLA-driven service environment.
CompTIA Security+ certification required within 60 days of start.

Nice To Haves

Experience supporting secure federal or DoD systems.
Exposure to identity management tools or enterprise authentication systems.
Familiarity with remote support tools.
CompTIA A+ certification.

Responsibilities

Resolve advanced Tier 1 issues, including authentication problems, access requests, application troubleshooting, and configuration questions.
Triage tickets by gathering required details, validating user information, and accurately categorizing issues.
Follow knowledge base procedures, SOPs, and troubleshooting workflows.
Escalate incidents beyond Tier 1 scope to Tier 2 or Tier 3, providing complete documentation and a clear handoff.
Review tickets for accuracy, completeness, and compliance with service desk standards.
Assist with SSO/MFA troubleshooting, account unlocks, and user provisioning issues.
Tag incidents and report recurring problems to support issue identification and trend analysis.
Communicate updates, instructions, and guidance to users.
Help maintain and improve knowledge base articles and SOPs.
Collaborate with Team Leads and Shift Supervisors to manage workload and maintain SLA compliance.
Monitor ticket queues, priority incidents, and high-impact events.