Service Desk Support

Koniag Government Services, LLC•Huntsville, AL

19h•Onsite

About The Position

Koniag Information Technology Services (KITS), a Koniag Government Services company, is seeking a Service Desk Support specialist with a Secret Clearance to support KITS and our government customer in Huntsville, AL. This position requires on-site presence in Huntsville, AL. 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. The Service Desk Support specialist will operate within a state-of-the-art service desk environment, providing comprehensive technical assistance to AMC personnel across Classified, Unclassified, and DREN environments. This on-site role will provide mission-critical technical assistance for Army Materiel Command's (AMC) Global Information Technology Operations Center (GITOC), Unified Communications (UC), and mission IT systems. The ideal candidate will have experience working in an ITIL framework environment and providing support across multiple network environments.

Requirements

Associate's degree in Information Technology, Computer Science, or related field; or equivalent combination of education and experience
1+ years of experience in IT service desk or technical support role
Experience with ITSM tools and ticket management systems
Familiarity with ITIL processes and frameworks
Understanding of ITIL V4 framework and service desk processes
Experience with incident, request, and problem management
Knowledge of service desk operations and best practices
Strong customer service orientation and communication skills
Ability to troubleshoot hardware and software issues
Experience documenting technical issues and resolutions
Familiarity with conferencing and collaboration technologies
Basic understanding of network environments (knowledge of classified environments preferred)
Ability to prioritize and manage multiple requests simultaneously
Experience meeting Service Level Agreements (SLAs)
Attention to detail and accurate record-keeping skills
Ability to communicate technical information to non-technical users
Problem-solving skills and critical thinking abilities
Knowledge of standard office productivity software
Ability to obtain and maintain required security clearances
Willingness to work on-site in Huntsville, Alabama
Secret security clearance

Nice To Haves

ITIL V4 Foundation certification
CompTIA A+ certification
Experience working with Department of Defense or Army IT systems
Familiarity with Unified Communications platforms and technologies
Experience supporting VIP or executive-level users
Knowledge of AMC-specific IT systems and applications
Experience working in classified environments
Familiarity with remote support tools and techniques
Understanding of IT security best practices
Knowledge of conference room scheduling systems
Experience providing technical support in a military environment
Familiarity with common network connectivity issues and resolutions
Understanding of basic audio/visual system troubleshooting
Experience with account management and access provisioning
Basic knowledge of IT asset management practices

Responsibilities

Provide first-level technical support for AMC's GITOC, UC, and mission IT systems
Use the AMC G-6 IT Service Management (ITSM) system to manage support tickets
Log, track, and resolve issues received through multiple channels (email, phone, tickets, in-person)
Categorize and prioritize incidents according to AMC G-6's priority matrix
Assist with scheduling and usage of UC-enabled conference and meeting rooms
Support UC event scheduling and provide remote assistance for first-call resolution
Adhere to established Service Level Agreements (SLAs) for issue resolution
Provide technical support to HQ AMC's "Top Six" leadership when assigned
Perform incident triage for AMC-managed applications and escalate as appropriate
Assist users with AMC-specific IT systems and provide guidance on optimal settings
Maintain accurate and detailed ticket information
Follow established UC, mission IT, and GITOC policies and processes
Contribute to knowledge documentation by documenting solutions to common problems
Apply troubleshooting methodologies to resolve technical issues efficiently
Communicate status updates to users throughout the resolution process
Escalate complex issues to appropriate technical teams when necessary