Tier 1 Help Desk Engineer

Koniag Government Services; Washington (District of Columbia); Hybrid; USD 44,000 - 62,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Parental leave

Life and disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Koniag IT Systems LLC, a Koniag Government Services company, is seeking a self-motivated Tier 1 Help Desk Engineer to support our government customer in downtown Washington, DC. This hybrid role requires onsite four days a week with one day of telework, 6:00 AM to 2:30 PM shifts, and 80 hours per two-week pay period.

You will deliver frontline support, manage tickets, and triage issues to Tier 2/3 while communicating clearly with end users and government staff.

Qualifications

• Must be a U.S. citizen and pass a background check.
• Willing to obtain industry certifications (e.g., CompTIA A+, Network+, Security+, or Microsoft 365 Certified) within 45 days of start.
• Experience in customer service and IT support principles and methods.
• Proficient with Windows 11, Microsoft Office, Exchange/Outlook, and mobile devices.

Responsibilities

• Provide Tier 1 support via ServiceNow, email, phone, and in-person interactions.
• Log, manage, and document all incident and service requests from creation to resolution.
• Accurately triage and escalate complex issues to Tier 2/3 or engineering teams per SLAs.
• Communicate clearly with end users, including government personnel, to resolve issues quickly.
• Monitor operations and compile support trend reports for management.

Skills

Customer service

IT support

Windows 11

Microsoft 365

ServiceNow

Phone support

Communication skills

Troubleshooting

Education

High school diploma

Tools

ServiceNow

Exchange/Outlook

Job description

Koniag IT Systems LLC, a Koniag Government Services company, is seeking a self-motivated Tier 1 Help Desk Engineer to support KITS and our government customer in downtown Washington, DC. This is a hybrid opportunity; extended shifts are required for 80 hours per two-week coverage - Onsite in downtown Washington, DC, at least four (4) days per week, Monday through Friday.

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.

Work Schedule & Location

• Primary Shift: 6:00 AM – 2:30 PM, Monday through Friday (Overall service desk coverage runs 6:00 AM – 6:00 PM; 80 hours per two-week pay period).
• Onsite Expectation: Downtown Washington, DC at least four (4) days per week, with up to one (1) day of telework.
• Flexibility: Occasional after-hours on-call, special event support, and local travel between client sites as needed.

Key Responsibilities

• Deliver frontline Tier 1 technical support via ServiceNow, email, phone, and in-person desk-side interactions.
• Log, manage, prioritize, and thoroughly document all incident and service request tickets from creation to resolution.
• Accurately triage and elevate complex technical issues to Tier 2, Tier 3, or engineering teams in accordance with defined SLAs.
• Provide clear, professional communication and end-user guidance (formal and informal) to ensure swift issue resolution.
• Monitor critical operations, compile support trend reports for management, and propose proactive long-term solutions.

Required Qualifications & Skills

• Citizenship & Security: U.S. Citizenship is required; must be able to successfully pass a comprehensive Criminal Background Check.
• High School Diploma or GED,
• Certifications: Ability and willingness to obtain an industry-recognized certification (such as CompTIA A+, Network+, Security+, or Microsoft 365 Certified) within 45 days of the start date.
• Operating Systems & Software: Proficiency in troubleshooting Windows 11, Microsoft 365 / Office Suite, Exchange/Outlook, and mobile devices (iOS/Android).
• Hardware Support: Hands-on ability to diagnose and resolve basic hardware/peripheral issues across laptops, desktops, docks, and tablets.
• Communication: Strong written and verbal communication skills suitable for direct customer support, executive staff, and government personnel.
• Pace & Environment: Proven ability to multitask and thrive in a high-volume, SLA-driven customer support environment.

Required Qualifications, Experience, Skills & Abilities

• US Citizenship is required and must pass a criminal background check.
• Must be willing to obtain industry-specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), or equivalent within 45 days of start.
• Experience in customer service and IT support principles and methods.
• Proficiency with Microsoft Windows 11, Microsoft Office, Mobile Phones, and Exchange/Outlook.
• Ability to troubleshoot basic computer issues (desktop, laptop, tablet) and triage service requests.
• Strong verbal and written communication skills for interacting with customers, peers, technical staff, and government personnel.
• Capability to provide both formal and informal training to customers.
• Ability to work in a fast-paced environment, providing continuous support and critical operations monitoring.

Preferred Qualifications

• 0–3 years of experience in an IT Help Desk or Service Desk support role.
• Hands-on experience with ServiceNow (or similar enterprise ticketing systems).
• Familiarity with ITIL or IT service management (ITSM) best practices.
• Ability to identify and propose process improvements.

Security Requirement

• This position requires a Criminal background check.

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 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

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

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.