Remote Service Desk Specialist – Secret Clearance

Koniag Government Services; Chantilly (VA); Remote; USD 42,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement plan

Paid time off

Paid parental leave

Job summary

Koniag Government Services is seeking a Service Desk Specialist (Tier 1) with a Secret clearance to support government operations. The role is remote with day shifts, handling basic to advanced Tier 1 incidents, triage, documentation, and knowledge base updates to ensure high-quality service for thousands of users.

Responsibilities include troubleshooting authentication, SSO/MFA issues, user provisioning, and escalation to Tier 2/3 as needed, all while maintaining SLA compliance and clear

Qualifications

• 2–4 years of IT help desk or customer support experience.
• Experience with advanced Tier 1 support, triage and ticketing.
• Experience documenting incidents in an ITSM tool.

Responsibilities

• Resolve advanced Tier 1 issues including authentication and access questions.
• Perform comprehensive ticket triage and proper categorization.
• Follow knowledge base procedures and SOPs for consistent support.
• Escalate to Tier 2/3 with complete handoff and documentation.
• Maintain SLA compliance and report recurring problems.

Skills

Customer service

Ticketing

SLA awareness

Communication

Multitasking

Education

High School Diploma or equivalent

Tools

ITSM tools

SSO

Job description

Koniag Government Services is seeking a Service Desk Specialist (Tier 1) with a Secret clearance to support government operations. The role is remote with day shifts, handling basic to advanced Tier 1 incidents, triage, documentation, and knowledge base updates to ensure high-quality service for thousands of users.

Responsibilities include troubleshooting authentication, SSO/MFA issues, user provisioning, and escalation to Tier 2/3 as needed, all while maintaining SLA compliance and clear