Technical Support

Koniag Government Services, LLC•Durham, NC

1d•$23 - $27•Onsite

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. This position may be filled prior to the posted deadline. Interested candidates are encouraged to apply as soon as possible.

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.