Help Desk Specialist IV (Manager)

Koniag Services, Inc.; Silver Spring, Northern (MD, KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health, dental & vision insurance

401K with company matching

Paid holidays

Paid vacation

Paid sick leave

Job summary

Koniag Operations Services, LLC is seeking an experienced IT Help Desk Specialist IV (Manager) to supervise daily help desk operations in Silver Spring, MD. The role requires the ability to obtain a Public Trust and to manage complex tech issues for government customers.

Ideal candidates will have 5+ years leading Service Desk teams, ITIL/HDI certifications, and strong customer service skills, with readiness to lift and move equipment as needed. An excellent benefits package is offered.

Qualifications

• BS/BA degree in a related area (or equivalent).
• 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 in a similar environment.

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 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.

Skills

Service Desk management

Customer service

Windows administration

HDI-SCD

ITIL Foundations

Physical lifting

Education

BS/BA degree

Equivalent experience allowed

Job description

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 characteristicprotected 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.

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