Help Desk Technician

Koniag Services, Inc.; Silver Spring, Northern (MD, KY); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Parental leave

Life insurance

Disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Arlluk Technology Solutions (ATS), a Koniag Government Services company, seeks an experienced Help Desk Technician for an onsite role in Silver Spring, MD. You will provide Tier I/II end-user support, manage incidents through ServiceNow, and help secure endpoints in a DoD environment.

Strong communication and problem-solving skills are essential. Responsibilities include imaging and configuring desktops, assisting with Office 365 and VTC setups, and maintaining documentation in the Knowledge

Qualifications

• 3+ years of experience troubleshooting Windows desktops and MFDs
• Experience with DoD environment and security requirements preferred
• Ability to communicate effectively with end users while troubleshooting technical issues

Responsibilities

• Provide Tier I/II Help Desk support during 0700-1700 hours
• Utilize ITIL processes and ServiceNow for incident and request management
• Image and configure new desktops, laptops, and peripherals; maintain data integrity
• Patch systems and ensure endpoint security; work with Cyber team for compliance
• Document troubleshooting steps and contribute to Knowledge Base
• Assist with setup and support of VTC events and Office 365 issues
• Prepare monthly status reports and support continuous process improvements

Skills

Analytical thinking

Communication skills

Self-organization

Education

High school diploma or GED

Security+ CE

Windows 10 training certificate

Tools

ServiceNow

MS Office

Job description

Arlluk Technology Solutions (ATS), a Koniag Government Services company, is seeking an experienced Help Desk Technician to support ATS and our government customer in Silver Spring, Maryland.This is an onsite position.

Benefits include medical, dental, and vision insurance, 401(k) retirement plan, paid time off, paid parental leave, life and disability insurance, flexible spending accounts, commuter benefits and tuition reimbursement.

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

• Responsible for performing the following tasks -
  • Tier I and Tier II Help Desk support during normal business hours 0700-1700 Monday – Friday, excluding holidays. Shifts are the standard 8 hours. Support is on a staggered arrival structure across team to ensure support is available from open to close.
  • Support the Incident, Problem, and Request Management process leveraging the ITIL service framework and best-business practices.
  • Utilization of the ServiceNow ticketing system.
  • Provide End User Development (EUD) support and incident resolution remotely and through touch-labor services to ensure that the end user operation environment is functional.
  • Installing and connecting desktops, laptops, and other peripherals to the network, wiping and rebuilding infected desktops, software installation, and assisting users with services and products.
  • Repair desktops/laptops, printers, scanners, and other approved peripherals.
  • Identify repair part(s) and provide a suggested source to the MID management team for their purchase.
  • Image all new computers with the current approved NMRC operating system and ensure all applicable IAVA patches and endpoint security software are applied before issuance.
  • Backup data before working on any equipment and make every effort to maintain the user’s data without loss during repair of equipment.
  • Provide network printer/Multifunction Device (MFD) support.
  • Ensure all network printers/MFD are configured in accordance with appropriate DISA STIG prior to adding to the network.
  • Perform software installation, including Operating System, MS Office Suite, anti-virus software, commercial-off-the-shelf (COTS) needed by users for their work, assisting with services and products.
  • Troubleshoot O365, email, iPhone, and user accounts issues.
  • Setup and support VTC events in various conference rooms.
  • Document troubleshooting steps, processes, and solutions to the Knowledge Base ensuring information is available to all team members.
  • Leverage the Knowledge Base to troubleshoot issues and implement solutions.
  • Review recent efforts and issues to determine trends, determine if the knowledgebase needs to be updated with new information or procedures, and recommend solutions/process improvements to the MID management team.
  • Work with the Cyber team to ensure all desktops are compliant with security requirements by patching/updating systems.
  • Submit a monthly work status report.
  • Other duties as assigned

Requirements

• Ability to be cleared at Secret level.
• High school diploma or GED required.
• Security+ CE required.
• Windows 10 or later operating system training certificate required before starting.
• 3+ years of experience working with and troubleshooting Windows desktops and MFDs.
• Experience with DOD environment, policies, and security requirements preferred.
• Ability to communicate effectively and professionally with end users while troubleshooting technical issues.
• Hours of Operation: core hours of operation: Monday – Friday, 0700 - 1700

Work Experience, Knowledge, Skills & Abilities:

• Candidates must be a US Citizen with the ability to obtain a successful background investigation.
• 5 years of experience in related field preferred.
• Strong analytical and problem-solving skills
• Able to function, adapt, and succeed in a constantly changing, fast-paced environment
• Positive attitude and motivation to deliver highest quality work
• Strong communication skills (both verbal and written)
• Self-organized and structured, with the ability to define your own tasks
• Well-versed with MS Office Suite (Word, Excel and PowerPoint)

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 to apply to a position on our website, please contact 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 KGS, 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