Service Desk Analyst

Koniag Government Services; Vienna (VA); On-site; USD 55,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K with company matching

Flexible spending accounts

Paid holidays

PTO 3 weeks

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 involves daily IT service desk operations, Tier 1-2 troubleshooting, and infrastructure support, with a Monday–Friday 2pm–10:30pm shift.

Equal opportunity employer; accommodations available on request. Compensation includes health, dental, vision insurance, 401(k) with company matching, FSA, paid holidays, and

Qualifications

• Shall have four years of relevant experience in web software development.
• Demonstrated ability to operate in a 24/7 environment and participate in on-call rotations.
• Bachelor’s degree in a related field is required.

Responsibilities

• Perform daily operations of the service desk as part of the service desk team.
• Provide answers to general IT-related questions and manage ticket queues.
• Conduct Tier 1-2 troubleshooting including password resets, tokens, PKI, and hardware issues.
• Imaging workstations, installing software, and applying virus updates.
• Escalate more advanced issues and coordinate with solver teams as needed.
• Receive and troubleshoot calls from international and remote users.

Education

Bachelor's degree in a related field

24/7 operational environment experience

On-call rotation experience

Job description

Job Overview

Kadiak LLC,a Koniag Government Services company, is seeking an experiencedServiceDesk Representativewith aTop-Secret Clearanceto supportKadiakand our government customer in Vienna, Virginia.

Compensation and Benefits

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Responsibilities

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

Shift: Monday to Friday from 2pm to 1030pm.

• 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