Hybrid Tier 1 Help Desk Engineer – Government IT Support

Koniag Services, Inc.; Washington (District of Columbia); Hybride; USD 42 000 - 64 000; Plein temps

Avantages offerts par ce poste

Medical Insurance

Dental Insurance

Vision Insurance

401(k)

Paid Time Off

Parental Leave

Life Insurance

Disability Insurance

FSAs

Commuter Benefits

Tuition Reimbursement

Résumé du poste

Koniag IT Systems LLC is hiring a self-motivated Tier 1 Help Desk Engineer to support a government client in downtown Washington, DC. The role is hybrid, with onsite four days per week and occasional telework, requiring extended shifts for 80 hours per two weeks.

Primary duties include frontline support via ServiceNow and direct end-user guidance, incident management, and escalation to Tier 2/3. Strong communication, citizenship, and readiness to obtain IT certifications are essential.

Qualifications

• US Citizenship is required and must pass a comprehensive Criminal Background Check.
• High School Diploma or GED.
• Willingness to obtain CompTIA A+/Network+/Security+ or Microsoft 365 certification within 45 days of start.
• Proficiency with Windows 11, Microsoft 365/Office, Exchange/Outlook, and mobile devices.
• Hands-on ability to diagnose basic hardware issues across laptops, desktops, docks, and tablets.
• Strong written and verbal communication for direct customer support.
• Ability to multitask in a fast-paced, SLA-driven environment.

Responsabilités

• Deliver frontline Tier 1 technical support via ServiceNow, email, phone, and in-person desk-side interactions.
• Log, manage, prioritize, and document all incident and service request tickets from creation to resolution.
• Accurately triage and elevate complex issues to Tier 2/3 or engineering teams per SLAs.
• Provide clear, professional end-user guidance to ensure swift issue resolution.
• Monitor operations, compile support trend reports, and propose proactive long-term solutions.

Connaissances

US Citizenship

Criminal background check

Windows 11

Microsoft 365 / Office

Exchange/Outlook

Mobile devices (iOS/Android)

Strong communication

SLA-driven multitasking

Formation

High School Diploma or GED

Outils

ServiceNow

IT ticketing systems

Description du poste

Koniag IT Systems LLC is hiring a self-motivated Tier 1 Help Desk Engineer to support a government client in downtown Washington, DC. The role is hybrid, with onsite four days per week and occasional telework, requiring extended shifts for 80 hours per two weeks.

Primary duties include frontline support via ServiceNow and direct end-user guidance, incident management, and escalation to Tier 2/3. Strong communication, citizenship, and readiness to obtain IT certifications are essential.