Remote Service Desk Specialist (Secret Clearance)

Koniag Government Services, LLC; Oregon; Hybrid; USD 55,000 - 85,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Parental leave

Life and disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Koniag Government Services, LLC is seeking a Service Desk Specialist with a Secret clearance to support a DoD-aligned mission in a remote capacity. The role emphasizes effective customer service, precise ticketing, and adherence to SOPs for a large federal environment.

Responsibilities include advanced Tier 1 troubleshooting, knowledge base execution, incident documentation, and escalation when needed. You will work with L1/L2 teams to maintain SLA commitments across a busy IT operation.

Qualifications

• Active Secret clearance required with Tier 3 background investigation.
• 2-4 years IT help desk or customer support experience.
• Experience documenting incidents in an ITSM tool.
• Experience modifying and following knowledge base articles or SOPs.

Responsibilities

• Resolve advanced Tier 1 issues: authentication, access requests, app troubleshooting, configuration questions.
• Perform comprehensive ticket triage: gather details, validate user data, categorize issues.
• Follow knowledge base procedures to ensure consistent support.
• Escalate to Tier 2/3 with complete documentation and clear handoff.
• Review tickets for accuracy, completeness, and SLA adherence.
• Assist with SSO/MFA troubleshooting, account unlocks, and provisioning.
• Support issue identification and trend analysis by tagging incidents.
• Communicate updates and instructions to users clearly.
• Maintain and improve knowledge base articles and SOPs.
• Coordinate with Team Leads and Shift Supervisors to manage workload and SLAs.
• Monitor ticket queues, priority incidents, and high-impact events.

Skills

Customer service

Troubleshooting

Ticketing

SSO

MFA

Communication

Documentation

Remote support

Education

High School Diploma

Tools

ITSM tool

Job description

Koniag Government Services, LLC is seeking a Service Desk Specialist with a Secret clearance to support a DoD-aligned mission in a remote capacity. The role emphasizes effective customer service, precise ticketing, and adherence to SOPs for a large federal environment.

Responsibilities include advanced Tier 1 troubleshooting, knowledge base execution, incident documentation, and escalation when needed. You will work with L1/L2 teams to maintain SLA commitments across a busy IT operation.