Service Desk Support Specialist

Koniag Services, Inc.; Huntsville (AL); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K with company matching

Flexible spending accounts

Paid holidays

3 weeks PTO

Job summary

Koniag IT Systems LLC seeks a Service Desk Support specialist with a Secret security clearance to support AMC GITOC, UC, and mission IT systems in Huntsville, Alabama. This on-site role requires working in a state-of-the-art service desk environment and adhering to ITIL practices.

You will log, track, and resolve issues via ITSM, manage tickets, and provide first-level support across classified and unclassified networks while meeting SLAs and assisting leaders.

Qualifications

• Associate's degree or equivalent in information technology, computer science, or related field.
• 1+ years in IT service desk or technical support role.
• Experience with ITSM tools and ticket management systems.
• Familiarity with ITIL processes and frameworks.

Responsibilities

• Provide first-level technical support for AMC's GITOC, UC, and mission IT systems.
• Log, track, and resolve issues via ITSM and multiple channels.
• Categorize and prioritize incidents according to ITSM priority matrices.
• Adhere to SLAs and assist with conference room scheduling and UC events.
• Maintain accurate ticket information and escalate when needed.

Skills

ITIL V4 framework

Incident management

Customer service

Technical troubleshooting

Education

Associate's degree in IT / CS or related field

Tools

ITSM tools / ticketing systems

Job description

Koniag IT Systems LLC, a Koniag Government Services company, is seeking a Service Desk Support specialist with a Secret security clearance to support KITS and our Army customer in Huntsville, Alabama. This position requires on-site presence in Huntsville, Alabama.

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.

The Service Desk Support specialist will operate within a state-of-the-art service desk environment, providing comprehensive technical assistance to AMC personnel across Classified, Unclassified, and DREN environments. This on-site role will provide mission-critical technical assistance for Army Materiel Command's (AMC) Global Information Technology Operations Center (GITOC), Unified Communications (UC), and mission IT systems. The ideal candidate will have experience of working in an ITIL framework environment and providing support across multiple network environments.

Principal responsibilities will include but are not limited to:

• Provide first-level technical support for AMC's GITOC, UC, and mission IT systems
• Use the AMC G-6 IT Service Management (ITSM) system to manage support tickets
• Log, track, and resolve issues received through multiple channels (email, phone, tickets, in-person)
• Categorize and prioritize incidents according to AMC G-6's priority matrix
• Assist with scheduling and usage of UC-enabled conference and meeting rooms
• Support UC event scheduling and provide remote assistance for first-call resolution
• Adhere to established Service Level Agreements (SLAs) for issue resolution
• Provide technical support to HQ AMC's "Top Six" leadership when assigned
• Perform incident triage for AMC-managed applications and escalat e as appropriate
• Assist users with AMC-specific IT systems and provide guidance on optimal settings
• Maintain accurate and detailed ticket information
• Follow established UC, mission IT, and GITOC policies and processes
• Contribute to knowledge documentation by documenting solutions to common problems
• Apply troubleshooting methodologies to resolve technical issues efficiently
• Communicate status updates to users throughout the resolution process
• Escalate complex issues to appropriate technical teams when necessary

Education and Experience:

Required:

• Associate's degree in information technology, Computer Science, or related field; or equivalent combination of education and experience
• 1+ years of experience in IT service desk or technical support role
• Experience with ITSM tools and ticket management systems
• Familiarity with ITIL processes and frameworks

Required Skills and Competencies:

• Understanding of ITIL V4 framework and service desk processes
• Experience with incident, request, and problem management
• Knowledge of service desk operations and best practices
• Strong customer service orientation and communication skills
• Ability to troubleshoot hardware and software issues
• Experience documenting technical issues and resolutions
• Familiarity with conferencing and collaboration technologies
• Basic understanding of network environments (knowledge of classified environments preferred)
• Ability to prioritize and manage multiple requests simultaneously
• Experience meeting Service Level Agreements (SLAs)
• Attention to detail and accurate record-keeping skills
• Ability to communicate technical information to non-technical users
• Problem-solving skills and critical thinking abilities
• Knowledge of standard office productivity software
• Willingness to work on-site in Huntsville (Redstone Arsenal), Alabama

Clearance Requirement:

• Ability to obtain and maintain required security clearances

Desired Skills and Competencies:

• CompTIA A+ certification
• Experience working with Department of Defense or Army IT systems
• Familiarity with Unified Communications platforms and technologies
• Experience supporting VIP or executive-level users
• Knowledge of AMC-specific IT systems and applications
• Experience working in classified environments
• Familiarity with remote support tools and techniques
• Understanding of IT security best practices
• Knowledge of conference room scheduling systems
• Experience providing technical support in a military environment
• Familiarity with common network connectivity issues and resolutions
• Understanding of basic audio/visual system troubleshooting
• Experience with account management and access provisioning
• Basic knowledge of IT asset management practices

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