Tier 1 Help Desk Engineer

Koniag Government Services•Alexandria, VA

2d•Hybrid

About The Position

Koniag IT Systems LLC, a Koniag Government Services company, is seeking a self-motivated Tier 1 Help Desk Engineer to support KITS and our government customer in downtown Washington, DC. This is a hybrid opportunity; extended shifts are required for 80 hours per two-week coverage - Onsite in downtown Washington, DC, at least four (4) days per week, Monday through Friday.

Requirements

U.S. Citizenship is required; must be able to successfully pass a comprehensive Criminal Background Check.
High School Diploma or GED
Ability and willingness to obtain an industry-recognized certification (such as CompTIA A+, Network+, Security+, or Microsoft 365 Certified) within 45 days of the start date.
Proficiency in troubleshooting Windows 11, Microsoft 365 / Office Suite, Exchange/Outlook, and mobile devices (iOS/Android).
Hands-on ability to diagnose and resolve basic hardware/peripheral issues across laptops, desktops, docks, and tablets.
Strong written and verbal communication skills suitable for direct customer support, executive staff, and government personnel.
Proven ability to multitask and thrive in a high-volume, SLA-driven customer support environment.
Experience in customer service and IT support principles and methods.
Proficiency with Microsoft Windows 11, Microsoft Office, Mobile Phones, and Exchange/Outlook.
Ability to troubleshoot basic computer issues (desktop, laptop, tablet) and triage service requests.
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 an IT Help Desk or Service Desk support role.
Hands-on experience with ServiceNow (or similar enterprise ticketing systems).
Familiarity with ITIL or IT service management (ITSM) best practices.
Ability to identify and propose process improvements.

Responsibilities

Deliver frontline Tier 1 technical support via ServiceNow, email, phone, and in-person desk-side interactions.
Log, manage, prioritize, and thoroughly document all incident and service request tickets from creation to resolution.
Accurately triage and escalate complex technical issues to Tier 2, Tier 3, or engineering teams in accordance with defined SLAs.
Provide clear, professional communication and end-user guidance (formal and informal) to ensure swift issue resolution.
Monitor critical operations, compile support trend reports for management, and propose proactive long-term solutions.