Junior Computer User Support Specialist

Koniag Services, Inc.; Washington, Northern (District of Columbia, KY); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement plan

Paid time off

Paid parental leave

Life and disability insurance

Tuition reimbursement

Commuter benefits

Job summary

Koniag Services, Inc. is seeking a Junior Computer User Support Specialist to support HUD/OCIO IOO infrastructure from a remote location. The role involves helping users with hardware, software, printing and OS issues, and collaborating with a team on IT modernization efforts.

The ideal candidate has 0-2 years in cloud email, collaboration tools, and office suites, plus familiarity with VPNs and ITIL/Agile basics. This entry-level position offers growth within a Federal contractor environment.

Qualifications

• 0-2 years demonstrated experience Cloud Email, Collaboration Sites/Shared Workspace, Office Suites capabilities and solutions.
• 0-2 years demonstrated experience of O&M of Hardware Support Services.
• 0-2 years demonstrated experience of O&M of System Administration and Virtualization Services.

Responsibilities

• Provide technical support to HUD clients for computer issues and inquiries.
• Document interactions in the ticketing system and ensure timely resolution.
• Escalate security-related issues as needed and follow up with users.
• Collaborate with HUD team members and contractors to support IT Modernization.

Skills

Cloud Email

Collaboration tools

Office suites

VPN knowledge

Education

Associate's degree in IT or CS

Bachelor’s degree (bonus)

Tools

Ticketing system

Job description

Benefits

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.

Job Overview

Koniag Data Solutions, LLC (KDS), a Koniag Government Services company, is seeking an experienced highly qualified professional Junior Computer User Support Specialist to support KDS and our Department of Housing and Urban Development (HUD)/Office of the Chief Information Officer (OCIO)/Infrastructure and Operations Office (IOO) Government customer at 451 7th Street S.W., Washington, DC 20410. This opportunity offers the chance to work with some of the best and brightest minds in the HUD and US Industries. This is a Remote opportunity.

Job Responsibilities

The Junior Computer User Support Specialist is an integral component of a team supporting our HUD client’s IT Modernization effort to provide a single Operations & Maintenance (O&M) consolidated support services of (1) data storage facilities, (2) hardware/software, and (3) cloud services providers. This position is in a team environment and involves collaboration with and supporting other team members, contractors, and HUD internal and external users. This position provides technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. The ideal candidate is a team player with proven experience as a Junior Computer User Support Specialist. Below are the qualifications for this role.

Essential Functions

• HUD National Help Desk Tier1 Analyst: Provide technical support to customers for a wide range of computer-related issues.
• Actively listen to customer problems and be able to document them appropriately. Ability to diagnose, problem-solve and resolve customer issues.
• Follow-up with customer to ensure the problem has been resolved. Update the knowledge base with process changes and recommended solutions.
• Requires experience and understanding of technical infrastructure and the ability to know limitations and be able to elevate more complex problems when appropriate.

Typical Duties

• Answer inquiries from customer regarding request, incidents or problems
• Document all aspects of the interaction in the ticketing system
• Maintain a pleasant demeanor with all customers
• Immediately escalation any issue identified as security related
• Ability to conduct meaningful Knowledge Base searches to pull the correct information for the problem presented
• Show respect and courtesy to all customer
• Ability to remain calm and focused when dealing with difficult customers

Skills and Experience Preferred

• High school degree required.
• College experience a plus.
• Experience with virtual private networking a plus.

Other O&M Duties

• DCIO IOO IT Policies and Processes Support
• DCIO IOO Configuration Management
• Enterprise Architecture Services
• IOO Risk Management
• Enterprise Application Services
• System Administration and Virtualization Services
• Cloud Hosting Services
• Database Services
• Storage Services
• Active Directory Services
• Cabling Requirements
• Hardware Support Services
• Mainframe Services
• Software Factory
• Release Deployment Services and DevSecOps Pipeline
• Virtual Desktop Infrastructure (VDI)/Desktop as a Service (DaaS)
• Cloud Email, Collaboration Sites/Shared Workspace, Office Suites, and Cloud Services
• Cloud and On-Premises Gold Disk O&M Services
• Webcasting O&M Services
• eDiscovery and Records Management Services
• Shipping Support
• Media Sanitization Support
• Migration Services
• Mobile Device Management Services (MDM)
• Domain Name Services (DNS) and Internet Protocol (IP) Management Services
• VPN Client Services
• Network and LAN Services
• Shared Service and Help Desk Services
• Cyber and Operational Security (OPSEC) Services
• Disaster Recovery/ Business Continuity (DR/BC) Services
• Software License Management (SLM) Support

Work Experience, Knowledge, Skills & Abilities

• 0-2 years demonstrated experience Cloud Email, Collaboration Sites/Shared Workspace, Office Suites capabilities and solutions, cloud capabilities and solutions
• 0-2 years demonstrated experience of O&M of Hardware Support Services.
• 0-2 years demonstrated experience of O&M of System Administration and Virtualization Services.
• 0-2 years demonstrated experience of O&M of Shared Service and Help Desk Services.
• Strong problem solving and analysis skills, self-motivated, and able to work and communicate in a team environment.
• Knowledge of Agile methodology and frameworks.
• Experience and knowledge in software development lifecycles.
• Excellent written and verbal communication skills.
• Experience with Federal consulting.

Education

• Associate's degree in a related field, such as information technology or computer science
• Bachelor’s degree is a bonus
• Knowledge and experience with HUD OCIO IOO is a bonus.

Position Work Location

HUD Office Location: The addresses for all HUD offices are available on the HUD’s website at https://www.hud.gov/local.

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, sex, sexual orientation, gender, or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information, or any other factor protected by 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.

Accommodation

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

About Koniag Government Services

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 Statement

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