Service Desk Specialist (REMOTE)

Koniag Government Services; Chantilly (VA); À distance; USD 42 000 - 65 000; Plein temps

Avantages offerts par ce poste

Medical, dental, and vision insurance

401(k) retirement plan

Paid time off

Paid parental leave

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer service

Ticketing

SLA awareness

Communication

Multitasking

Formation

High School Diploma or equivalent

Outils

ITSM tools

SSO

Description du poste

Applications for this position will be accepted through 11/13/26.

Koniag Professional Services, LLC a Koniag Government Services company, is seeking a Service Desk Specialist with a Secret security clearance to support KPS and our government customer. The position is remote.

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.

Koniag Professional Services LLC seeks multiple Service Desk Specialists (Tier 1) to support daily IT operations for a large federal and DoD-aligned mission environment. These roles resolve advanced Tier 1 incidents, perform detailed triage, follow knowledge base procedures, and ensure high-quality documentation. Level II specialists serve as experienced frontline technicians who can handle more complex customer issues before escalation to Tier 2 or Tier 3.

This position plays a key role in ensuring accuracy, responsiveness, and customer satisfaction across the service desk, helping maintain efficient support for thousands of users.

Positions are during day within various ranges of 7AM Eastern to 6PM Eastern.

Duties & Responsibilities:

The Help Desk Specialist (Tier 1) will:

• Resolve advanced Tier 1 issues, including authentication problems, access requests, application troubleshooting, and configuration questions.
• Perform comprehensive ticket triage by gathering required details, validating user information, and categorizing issues accurately.
• Execute knowledge base procedures, SOPs, and troubleshooting workflows to ensure consistent, high-quality support.
• Escalate incidents to Tier 2/3 teams when issues exceed Tier 1 scope, ensuring complete documentation and clear handoff.
• Review tickets for accuracy, completeness, and adherence to service desk standards.
• Assist with SSO/MFA troubleshooting, account unlocks, and user provisioning issues.
• Support issue identification and trend analysis by tagging incidents and reporting recurring problems.
• Communicate effectively with users to provide updates, instructions, and guidance.
• Support the maintenance and enhancement of knowledge base articles and SOPs.
• Collaborate with Team Leads and Shift Supervisors to manage workload and maintain SLA compliance.
• Maintain operational awareness of ticket queues, priority incidents, and high-impact events.

Qualifications:

Clearance Requirement:

• Must hold an active Secret clearance, supported by a Tier 3 background investigation.

Education (Required):

• High School Diploma or equivalent.

Experience (Required)

• 2-4 years of IT help desk or customer support experience.
• Experience performing advanced Tier 1 support, including troubleshooting, triage, and ticketing operations.
• Experience documenting incidents accurately and thoroughly in an ITSM tool.
• Experience modifying and following knowledge base articles or SOPs.

Technical Knowledge (Required)

• Knowledge of user account management, SSO, MFA, and authentication workflows.
• Familiarity with troubleshooting common workstation, browser, and application issues.
• Strong understanding of ITSM practices and ticket lifecycle processes.

Technical Knowledge (Preferred)

• Experience supporting secure federal or DoD systems.
• Exposure to identity management tools or enterprise authentication systems.
• Familiarity with remote support tools.

Certifications:

Preferred:

• CompTIA A+
• CompTIA Security+ (Required within 60 days of start)

Skills

• Strong customer service skills with the ability to handle complex Tier 1 issues professionally.
• Excellent verbal and written communication abilities.
• Strong attention to detail, especially in documenting incidents and updating tickets.
• Ability to follow structured troubleshooting steps and SOP-driven workflows.
• Capability to multitask in a fast-paced, SLA-driven service environment.

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, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristicprotected by applicable federal, state, or local 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 an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at [e-mail] or by calling 703-488-9377 to request accommodations.

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