Tier 1 Help Desk Engineer

Koniag Government Services•Washington, DC

5d•Hybrid

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.

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
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