Service Desk Specialist (REMOTE)

Koniag Government Services, LLC•Chantilly, VA

3d•$50,000 - $65,000•Remote

About The Position

Koniag Professional Services, LLC, a Koniag Government Services company, is seeking multiple Tier 1 Service Desk Specialists to support KPS and 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 frontline IT support for thousands of users, resolving advanced Tier 1 incidents, performing detailed triage, following knowledge base procedures, and maintaining high-quality documentation. They address complex customer issues within Tier 1 scope and escalate issues to Tier 2 or Tier 3 when necessary. The role operates during daytime hours within various schedules ranging from 7:00 a.m. to 6:00 p.m. Eastern. Specialists work with Team Leads and Shift Supervisors to manage workload and maintain SLA compliance, and help ensure accurate, responsive, and customer-focused 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 performing 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 in incident documentation and ticket updates.
Ability to follow structured troubleshooting steps and SOP-driven workflows.
Ability to multitask in a fast-paced, SLA-driven service environment.
CompTIA Security+ certification is 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.
Perform comprehensive ticket triage by gathering required details, validating user information, and categorizing issues accurately.
Follow knowledge base procedures, SOPs, and troubleshooting workflows to provide consistent support.
Escalate incidents beyond Tier 1 scope to Tier 2 or Tier 3 teams with complete documentation and a clear handoff.
Review tickets for accuracy, completeness, and adherence to 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 with users to provide updates, instructions, and guidance.
Support maintenance and enhancement of 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.