Tier 2 Help Desk Engineer

Koniag Government Services, LLC•Washington, DC

5d•$23 - $31•Onsite

About The Position

Koniag IT Systems LLC, a Koniag Government Services company, is seeking a Tier 2 Help Desk Engineer to support KITS and our government customer in Washington, DC, and Cheltenham, MD. This position requires working at alternate sites in Washington, DC, and Cheltenham, MD, as requested. The ideal Tier 2 Help Desk Engineer will serve as an escalation point for the Tier 1 Help Desk. They will install desktop, laptop, and tablet computers, peripherals, and software products for networked and stand-alone environments. Responsibilities include troubleshooting, diagnosing, and resolving desktop, laptop, and tablet computer software and hardware failures, and providing information, guidance, and instruction on the use of these products. The role also involves implementing, maintaining, testing, and administering standardized desktop, laptop, and tablet computer hardware, software, and network configurations, and preparing computer equipment for reuse, refresh, or disposal. This role requires working on-site in downtown Washington, DC, and Cheltenham, MD, as requested, as part of a shift team schedule between 0600 - 1800 Hours, providing surge support as needed, and traveling between client sites.

Requirements

U.S. citizenship is required, and a criminal background check must be passed.
Must possess an industry-specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), or equivalent within 45 days of start.
Possess a minimum of 2 years of experience administering Windows 10/Windows 11.
Experience in installing desktops, portable computers, peripherals, and software products for local area network, wide area network, and standalone environments.
Ability to detect, diagnose, and resolve desktop and portable computer software and hardware failures.
Ability to analyze and assess customers’ service requests and provide prompt technical solutions.
Knowledge and experience in utilizing trouble-ticketing software, ServiceNow, for opening/closing tickets.
Ability to contact and effectively communicate with customers by telephone, Email, Teams, or in person.
Experience in performing software and hardware upgrades and installations involving multiple computers configured for desktop, portable, and mobile platforms.
Ability to coordinate the disassembly and reinstallation of automation equipment in support of office relocations.
Demonstrated proficiency with operating systems, business applications, and computer hardware platforms.
Must be able to effectively communicate both verbally and in writing to customers, peers, technical staff and Government employees.
Ability to lift up to 50 lbs.
Must possess a valid driver’s license.

Responsibilities

Serve as an escalation point for the Tier 1 Help Desk.
Install desktop, laptop, and tablet computers, peripherals, and software products for networked and stand-alone environments.
Troubleshoot, diagnose, and resolve desktop, laptop, and tablet computer software and hardware failures.
Provide information, guidance, and instruction on the use of desktop, laptop, and tablet computer hardware and software products.
Provide desktop, laptop, and tablet computer technical support to agency users.
Implement, maintain, test, and administer standardized desktop, laptop, and tablet computer hardware, software, and network configurations.
Prepare computer equipment for reuse, refresh, or disposal as approved by agency personnel.
Work on-site in downtown Washington, DC, and Cheltenham, MD, as requested.
Be part of a shift team schedule with shifts falling between 0600 - 1800 Hours.
Provide surge support as needed.
Travel between client sites as needed.
Manage enterprise printing and printer servers.