Technical Support

Koniag Services, Inc.; Durham, Northern (NC, KY); Hybrid; USD 52,000 - 70,000; Full time

Job summary

Tuknik Government Solutions, a Koniag Government Services Company, seeks an experienced Technical Support Analyst to support TGS and our government customer in Durham, NC. The role provides technical assistance to internal customers, both in person and remotely, using agency standard software and hardware.

Responsibilities include troubleshooting hardware/software, supporting Microsoft/Adobe/AutoCAD applications, and documenting issues in the tracking system.

Qualifications

• High School Diploma or related advanced training.
• At least 2 years of experience in desktop and computer peripheral installation and assistance.
• Experience with Microsoft, Adobe, and AutoCAD software applications.

Responsibilities

• Provide software/hardware support for workstation, laptop, printer, and other IT equipment.
• Document issues in the problem tracking system and update end users as resolved.
• Open tickets, determine scope, impact, and priority; resolve or escalate as appropriate.
• Follow up with customers and close tickets when issue is resolved and documented.

Skills

Desktop support

Troubleshooting

Customer service

Education

High School Diploma

Tools

Microsoft software

Adobe software

AutoCAD

Job description

This position may be filled prior to the posted deadline.

Tuknik Government Solutions, a Koniag Government Services Company, is seeking an experienced Technical Support analyst to support TGS and our government customer in Durham, NC.

• 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.

Job Overview:

Provides technical assistance and support for internal customers, both in person and remote, using agency standard software and hardware. Troubleshoot, address and (to the extent possible) rectify software and hardware issues, meeting customer needs to use agency systems and/or maintain connection, usage, or physical set-ups of required hardware and/or software.

Essential Duties and Responsibilities include the following (not listed in order of importance; other duties may be assigned):

• Perform software/hardware customer support and troubleshooting for workstation, laptop, printer, and other similar IT equipment.
• Provide basic IT troubleshooting. While addressing the situation, keep end-users notified until resolved. If unable to resolve the issue within the same day, apprise management immediately and update the problem tracking system with all actions taken within one hour of the resolution of any issue.
• Assist staff with user support of installed Microsoft, Adobe, and AutoCAD software applications.
• Utilize the problem tracking system to document all end user, hardware and software issues encountered. The system is updated in real time and closed out properly upon resolution of issues.
• Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability.
• Open a ticket in the problem tracking system for every customer contact and determine and document scope, impact, and priority; resolve, or elevate as appropriate.
• Follow‑up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current.
• Close all tickets only when a problem has been resolved to the customer’s satisfaction and all steps to resolve an issue are completely documented in the service tickets.

Work Experience, Knowledge, Skills & Abilities:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• The requirements listed below are representative of the knowledge, skill and ability required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• High School Diploma and/or related advanced training.
• At least 2 years of experience in desktop and computer peripheral installation and assistance.

Abilities:

• Ability to organize, prioritize and meet deadlines
• Excellent critical thinking skills
• Strong self‑starter requiring minimal supervision
• Strong problem‑solving skills
• Strong verbal communication to effectively express concepts, plans, and proposal

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 characteristic protected 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 KGS, 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