Technical Support

Koniag Government Services•Baltimore, MD

About The Position

Tuknik Government Solutions, a Koniag Government Services Company, is seeking an experienced Technical Support analyst to support TGS and our government customer in Baltimore, MD. 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.Job Overview:Provides technical assistance and support for internal customers, both in person and remote, using agency standard software and hardware. Troubleshoot, address and (to the extent possible) rectify software and hardware issues, meeting customer needs to use agency systems and/or maintain connection, usage, or physical set-ups of required hardware and/or software.Essential Duties and Responsibilities include the following (not listed in order of importance; other duties may be assigned): Perform software/hardware customer support and troubleshooting for workstation, laptop, printer, and other similar IT equipment. Provide basic IT troubleshooting. While addressing the situation, keep end-users notified until resolved. If unable to resolve the issue within the same day, apprise management immediately and update the problem tracking system with all actions taken within one hour of the resolution of any issue. Assist staff with user support of installed Microsoft, Adobe, and AutoCAD software applications. Utilize the problem tracking system to document all end user, hardware and software issues encountered. The system is updated in real time and closed out properly upon resolution of issues. Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability. Open a ticket in the problem tracking system for every customer contact and determine and document scope, impact, and priority; resolve, or escalate as appropriate. Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current. Close all tickets only when a problem has been resolved to the customer’s satisfaction and all steps to resolve an issue are completely documented in the service tickets.

Requirements

High School Diploma and/or related advanced training.
At least 2 years of experience in desktop and computer peripheral installation and assistance.
Ability to organize, prioritize and meet deadlines
Excellent critical thinking skills
Strong self-starter requiring minimal supervision
Strong problem-solving skills
Strong verbal communication to effectively express concepts, plans, and proposal

Responsibilities

Perform software/hardware customer support and troubleshooting for workstation, laptop, printer, and other similar IT equipment.
Provide basic IT troubleshooting.
While addressing the situation, keep end-users notified until resolved.
If unable to resolve the issue within the same day, apprise management immediately and update the problem tracking system with all actions taken within one hour of the resolution of any issue.
Assist staff with user support of installed Microsoft, Adobe, and AutoCAD software applications.
Utilize the problem tracking system to document all end user, hardware and software issues encountered.
The system is updated in real time and closed out properly upon resolution of issues.
Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability.
Open a ticket in the problem tracking system for every customer contact and determine and document scope, impact, and priority; resolve, or escalate as appropriate.
Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current.
Close all tickets only when a problem has been resolved to the customer’s satisfaction and all steps to resolve an issue are completely documented in the service tickets.