Tier 1 Help Desk Engineer
About The Position
Koniag IT Systems LLC, a Koniag Government Services company, is seeking a Tier 1 Help Desk Engineer to support KITS and our government customer in Washington, DC. This is a hybrid opportunity, extended shifts required for 80 hours per two-week coverage - Onsite in downtown Washington, DC three (3) days per week; Monday through Friday. 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. We are looking for qualified, experienced and self-motivated individual to perform the duties of a Tier 1 Help Desk Engineer to support a potential future business opportunity located in Washington, DC. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401k with company matching, flexible spending accounts, paid holidays, paid time off, and more. The ideal Tier 1 Help Desk Engineer will: Provide frontline Tier I support service requests via ServiceNow ticketing, system, email, phone, and in-person interactions Efficiently document and manage all service requests using the Service Desk ticketing system Deliver clear, effective communication to ensure successful resolution of customer issues Compile and report regular updates to operations management on common problems, suggesting potential long-term solutions Accurately triage and escalate complex IT issues to appropriate Tier II, Tier III, and management levels Required to work onsite in downtown Washington, DC three (3) days per week. Be a part of a shift team schedule with shifts falling between, 0600 - 1800 Hours Provide occasional on call/special event support Travel between client sites as needed
Requirements
- US Citizenship is required and pass Criminal Background Check
- Must be willing to obtain industry specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), or equivalent within 45 days of start
- Experience in customer service and IT support principles and methods
- Proficiency with Microsoft Windows 11, Microsoft Office, and Exchange/Outlook
- Ability to troubleshoot basic computer issues (desktop, laptop, tablet) and triage service requests
- Strong verbal and written communication skills for interacting with customers, peers, technical staff, and government personnel
- Capability to provide both formal and informal training to customers
- Ability to work in a fast-paced environment, providing continuous support and critical operations monitoring
Nice To Haves
- 0-3 years of experience in a similar IT support role
- Experience with help desk ticketing systems, preferably ServiceNow
- Jira/Confluence knowledge a plus
- Knowledge of IT service management best practices
- Ability to identify and propose process improvements
Responsibilities
- Provide frontline Tier I support service requests via ServiceNow ticketing, system, email, phone, and in-person interactions
- Efficiently document and manage all service requests using the Service Desk ticketing system
- Deliver clear, effective communication to ensure successful resolution of customer issues
- Compile and report regular updates to operations management on common problems, suggesting potential long-term solutions
- Accurately triage and escalate complex IT issues to appropriate Tier II, Tier III, and management levels
- Be a part of a shift team schedule with shifts falling between, 0600 - 1800 Hours
- Provide occasional on call/special event support
- Travel between client sites as needed
Benefits
- health, dental and vision insurance
- 401K with company matching
- flexible spending accounts
- paid holidays
- three weeks paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
