Tier 1 Help Desk Engineer

Koniag Government Services, LLC•Washington, DC

21h•$45,000 - $60,000•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 a government customer in downtown Washington, DC. This is a hybrid role requiring onsite work at least four days per week, with up to one day of telework. Extended shifts provide 80 hours of coverage per two-week pay period. The primary shift is 6:00 AM–2:30 PM, Monday through Friday, while overall service desk coverage runs from 6:00 AM to 6:00 PM. Occasional after-hours on-call work, special-event support, and local travel between client sites may be required. The engineer provides frontline Tier 1 technical support through ServiceNow, email, phone, and in-person desk-side interactions. The role includes documenting and managing incident and service-request tickets, resolving or escalating issues in line with SLAs, communicating clearly with end users, monitoring critical operations, reporting support trends, and suggesting long-term solutions and process improvements.

Requirements

U.S. citizenship.
Ability to pass a criminal background check.
High school diploma or GED.
Willingness and ability to obtain an industry-recognized certification within 45 days of the start date, such as CompTIA A+, Network+, Security+, Microsoft 365 Certified, MCSE, or equivalent.
Experience in customer service and IT support principles and methods.
Proficiency troubleshooting Windows 11, Microsoft Office/Microsoft 365, Exchange/Outlook, and mobile phones or devices.
Ability to troubleshoot basic computer and hardware issues involving desktops, laptops, tablets, peripherals, and docks, and to triage service requests.
Strong written and verbal communication skills for interactions with customers, peers, technical staff, executive staff, and government personnel.
Ability to multitask and work in a fast-paced, high-volume, SLA-driven environment while providing continuous support and monitoring critical operations.

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

Provide frontline Tier 1 technical support through ServiceNow, email, phone, and in-person desk-side interactions.
Log, manage, prioritize, and thoroughly document incident and service-request tickets from creation through resolution.
Triage and escalate complex issues to Tier 2, Tier 3, or engineering teams in accordance with defined SLAs.
Communicate professionally and provide end-user guidance to support swift issue resolution.
Provide formal and informal training to customers.
Monitor critical operations and provide continuous support.
Compile support trend reports for management and propose proactive, long-term solutions.
Identify and propose process improvements.
Support special events and travel locally between client sites as needed.