Tier 1 Help Desk Engineer

Koniag Services, Inc.; Washington (District of Columbia); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k)

Paid Time Off

Parental Leave

Life Insurance

Disability Insurance

FSAs

Commuter Benefits

Tuition Reimbursement

Job summary

Koniag IT Systems LLC is hiring a self-motivated Tier 1 Help Desk Engineer to support a government client in downtown Washington, DC. The role is hybrid, with onsite four days per week and occasional telework, requiring extended shifts for 80 hours per two weeks.

Primary duties include frontline support via ServiceNow and direct end-user guidance, incident management, and escalation to Tier 2/3. Strong communication, citizenship, and readiness to obtain IT certifications are essential.

Qualifications

• US Citizenship is required and must pass a comprehensive Criminal Background Check.
• High School Diploma or GED.
• Willingness to obtain CompTIA A+/Network+/Security+ or Microsoft 365 certification within 45 days of start.
• Proficiency with Windows 11, Microsoft 365/Office, Exchange/Outlook, and mobile devices.
• Hands-on ability to diagnose basic hardware issues across laptops, desktops, docks, and tablets.
• Strong written and verbal communication for direct customer support.
• Ability to multitask in a fast-paced, SLA-driven environment.

Responsibilities

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

Skills

US Citizenship

Criminal background check

Windows 11

Microsoft 365 / Office

Exchange/Outlook

Mobile devices (iOS/Android)

Strong communication

SLA-driven multitasking

Education

High School Diploma or GED

Tools

ServiceNow

IT ticketing systems

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 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

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.