Tier 1 Help Desk Engineer

Koniag Government Services•Washington, DC

16d•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 its government customer in downtown Washington, DC. This is a hybrid position requiring onsite work at least four days per week, Monday through Friday, with up to one day of telework. The role provides frontline technical support and service desk coverage from 6:00 AM to 6:00 PM, with the primary shift scheduled from 6:00 AM to 2:30 PM. Extended shifts are required to provide 80 hours of coverage per two-week pay period. Occasional after-hours on-call support, special event support, and local travel between client sites may be required. The engineer provides Tier 1 assistance through ServiceNow, email, phone, and in-person desk-side interactions; manages and documents tickets; and triages or escalates complex issues in accordance with service-level agreements. The role also includes communicating technical guidance to users, monitoring critical operations, compiling support trend reports, and proposing proactive solutions. U.S. citizenship and the ability to pass a criminal background check are required. The employee must be willing to obtain an industry-recognized certification within 45 days of the start date.

Requirements

U.S. citizenship and ability to successfully pass a criminal background check.
High school diploma or GED.
Willingness to obtain an industry-recognized certification, such as CompTIA A+, Network+, Security+, Microsoft 365 Certified, MCSE, or equivalent, within 45 days of the start date.
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 diagnose and resolve basic hardware and computer issues involving laptops, desktops, docks, tablets, and peripherals.
Ability to triage service requests.
Strong written and verbal communication skills for interacting with customers, peers, technical staff, executive staff, and government personnel.
Ability to provide formal and informal customer training.
Ability to multitask and thrive in a fast-paced, high-volume, SLA-driven support 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 a similar enterprise ticketing system.
Familiarity with ITIL or IT service management (ITSM) best practices.
Ability to identify and propose process improvements.

Responsibilities

Deliver 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 technical issues to Tier 2, Tier 3, or engineering teams in accordance with defined SLAs.
Communicate clearly and professionally and provide end-user guidance to support timely issue resolution.
Provide formal and informal training to customers.
Monitor critical operations and compile support trend reports for management.
Propose proactive, long-term solutions and identify process improvements.
Provide occasional after-hours on-call and special event support, and travel locally between client sites as needed.