Help Desk Specialist IV (Manager)

Koniag Government Services; Silver Spring (MD); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K matching

Paid holidays

Paid vacation

Paid sick leave

Job summary

Koniag Government Services in Silver Spring, MD is seeking an IT Help Desk Specialist IV (Manager) to supervise daily help desk operations and ensure timely resolution of complex issues. You will implement escalation procedures, monitor service levels, and lead team initiatives.

The ideal candidate brings 5+ years of service desk leadership, ITIL Foundations, and relevant certifications (CompTIA A+, Apple Device).

Qualifications

• BS/BA degree in a related area (or equivalent).
• If the candidate does not possess the identified degree, substitute four years of equivalent work experience.
• 5 years of demonstrated experience managing Service Desk personnel in a similar environment.
• 3 years of demonstrated experience performing the duties of Service Desk personnel.
• Demonstrated training or experience in customer service techniques.
• Windows Endpoint Administration and management (CompTIA A+) certification or Apple Device Support certification.
• ITIL Foundations certification.
• HDI Certification (HDI-SCD) or equivalent.
• Must be physically able to lift or move heavy objects (servers, workstations, network equipment, etc.).

Responsibilities

• Supervises the day-to-day operations of the help desk.
• Identifies, researches, and resolves complex technical problems.
• Creates and manages escalation procedures and ensures service levels.
• Documents, tracks, and monitors problems to ensure timely resolution.
• Has authority for personnel actions and oversees day-to-day operations of the group.
• Familiar with concepts, practices, and procedures in the field; executes technical and support activities.
• Utilizes extensive experience and judgment to plan and accomplish goals.

Skills

Service Desk management

Customer service

Windows Administration

ITIL Foundations

HDI Certification

Education

BS/BA degree or equivalent

Tools

CompTIA A+

Apple Device Support

Job description

This position may be filled prior to the posted deadline. Interested candidates are encouraged to apply as soon as possible.

Koniag Operations Services, LLC, a Koniag Government Services company, is seeking an experienced IT Help Desk Specialist IV (Manager) to support KOS and our government customer at Silver Spring, MD. This position requires the candidate to be able to obtain a Public Trust.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, paid holidays, paid Vacation, paid sick leave and more.

Essential Functions, Responsibilities & Duties may include, but are not limited to:

• Supervises the day-to-day operations of the help desk.
• Identifies, researches, and resolves complex technical problems.
• Creates and manages escalation procedures and ensures service levels are maintained.
• Documents, tracks, and monitors problems to ensure resolution in a timely manner.
• Has authority for personnel actions and oversees most day-to-day operations of the group.
• Familiar with a variety of the field's concepts, practices, and procedures; understands and capable of executing the technical and support activities of support specialists.
• Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks.

Work Experience, Knowledge, Skills & Abilities

• BS/BA degree in a related area (or equivalent).
• If the candidate does not possess the identified degree, for a BS/BA degree the candidate can substitute additional four (4) years of equivalent work experience related to the duties being performed under this contract.
• 5 years of demonstrated experience managing Service Desk personnel experience in a similar environment.
• 3 years of demonstrated experience performing the duties/responsibilities of Service Desk personnel in a similar environment.
• Demonstrated training or experience in customer service techniques
• Windows Endpoint Administration and management (CompTIA A+) certification or Apple Device Support certification
• ITIL Foundations certification
• Help Desk Institute certification (HDI Support Center Director (HDI-SCD)) or equivalent
• Must be physically able to lift or move heavy objects (e.g., servers, workstations, network equipment, large wall-mounted monitors, large printers, etc.).

Security Requirement

• Ability to obtain a Public Trust.

Our Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at [e-mail] or by calling 703-488-9377 to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352