Service Desk Analyst

Koniag Services, Inc.; Vienna (VA); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Paid time off

Parental leave

Life insurance

Disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Kadiak LLC, a Koniag Government Services company, seeks an experienced Service Desk Representative with a Top-Secret Clearance to support government customers in Vienna, Virginia. The role covers daily service desk operations, ticket management and Tier 1-2 troubleshooting in a 24/7 environment.

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

Qualifications

• Shall have four years of relevant experience in web software development.
• Shall be able to demonstrate working in a 24/7 operational environment and working on call rotation.
• Bachelor’s degree in related field

Responsibilities

• Provide answers to general IT-related questions.
• Manage the customer’s ticketing queue.
• Tier 1-2 troubleshooting.
• Resolve issues such as password resets, RSA tokens, or PKI certifications.
• Notify users of service disruptions.
• Implement technical refresh of user equipment including workstations, monitors, switch boxes and card readers.
• Provide information to customer logistics for equipment inventory transactions when moved or decommissioned.
• Maintain accurate records for shelf stock and notify government when inventory reaches reorder points.
• Image workstations to the latest operating systems.
• Install COTS software.
• Install virus updates on stand-alone systems.
• Support hourly monitoring checks and escalate issues to the appropriate solver team.
• Receive and troubleshoot calls from international and remote users for issue resolution; escalate issues requiring more advanced technical knowledge.
• Troubleshoot hardware issues on workstations, printers and peripherals; assess system health, replace components and submit warranty claims with vendors.

Education

Bachelor's degree in related field

Job description

Kadiak LLC, a Koniag Government Services company, is seeking an experienced ServiceDesk Representative with a Top-Secret Clearance to support Kadiak and our government customer in Vienna, Virginia.

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.

The service desk representative is responsible for performing daily operations of the service desk as a part of the service desk team.

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

• Providing answers to general IT-related questions.
• Managing the customer’s ticketing queue.
• Tier 1-2 troubleshooting.
• Solving issues such as password resets, RSA tokens, or PKI certifications.
• Notifying users of service disruptions.
• Implementing technical refresh of user equipment, to include workstations, monitors, switch boxes and card readers.
• Provide information to customer logistics for (all equipment which requires inventory transactions when moved or decommissioned
• Maintaining accurate records for shelf stock and notifying the government when inventory reaches reorder points.
• Imaging workstations to the latest operating systems.
• Installing COTS software.
• Installing virus updates on stand-alone systems.
• Supporting hourly monitoring checks and escalating issues to the appropriate solver team.
• Receiving and troubleshooting calls from international and remote users for issue resolution.Escalating issues to the customer that require more advanced technical knowledge.
• Troubleshooting hardware issues on workstations, printers and other peripherals to include assessing system health, replacing components and submitting warranty claims with the vendor.

Requirements

• Shall have four years of relevant experience in web software development.
• Shall be able to demonstrate working in a 24/7 operational environment and working on call rotation.
• Bachelor’s degree in related field

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, 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.

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.

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