Tier 2 Help Desk Engineer

Koniag Government Services; Washington (District of Columbia); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

401K with company matching

Flexible spending accounts

Paid holidays and three weeks PTO

Job summary

Koniag IT Systems LLC, a Koniag Government Services company, seeks a Tier 2 Help Desk Engineer to support KITS and a government customer in Washington, DC and Cheltenham, MD. On-site work at alternate sites is required with shifts 0600–1800, and travel between client locations.

Ideal candidates will have US citizenship, 2+ years of Windows 10/11 experience, and relevant certifications (CompTIA A+ or MCSE) within 45 days of joining. Strong communication and problem-solving skills are essential.

Qualifications

• U.S. citizenship is required and a background check must be passed.
• Must obtain CompTIA A+ or MCSE within 45 days of start.
• 2+ years of Windows 10/11 administration experience.
• Experience installing and supporting desktops, laptops, and peripherals in LAN/WAN/standalone environments.
• Ability to communicate effectively with customers by phone, Email, Teams, or in person.
• Travel between client sites as needed; on-site work in Washington, DC and Cheltenham, MD.

Responsibilities

• Serve as escalation point for Tier 1 Help Desk.
• Install desktops, laptops, tablets, peripherals, and software for networked and stand-alone environments.
• Troubleshoot and resolve desktop, laptop, and tablet hardware/software failures.
• Provide guidance and instruction on hardware/software usage to agency users.
• Maintain, test, and administer standardized desktop hardware, software, and network configurations.
• Prepare equipment for reuse, refresh, or disposal per agency guidelines.
• Work on-site in Washington, DC and Cheltenham, MD; shifts from 0600–1800 hours.
• Provide surge support as needed and travel between sites.

Skills

Citizenship

Windows 10/11

Desktop/Laptop/Tablet support

Hardware troubleshooting

Customer communication

ServiceNow

Driver's license

Certification within 45 days (A+/MCSE)

Travel between client sites

On-site work

Tools

ServiceNow

Job description

Koniag IT Systems LLC, a Koniag Government Services company, is seeking a Tier 2 Help Desk Engineer to support KITS and our government customer in Washington, DC, and Cheltenham, MD. This position requires working at alternate sites in Washington, DC, and Cheltenham, MD, as requested.

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 Ideal Tier 2 Help Desk Engineer Will

• Serve as an escalation point for the Tier 1 Help Desk.
• Install desktop, laptop, and tablet computers, peripherals, and software products for networked and stand-alone environments.
• Troubleshoot, diagnose, and resolve desktop, laptop, and tablet computer software and hardware failures.
• Provide information, guidance, and instruction on the use of desktop, laptop, and tablet computer hardware and software products.
• Provide desktop, laptop, and tablet computer technical support to agency users.
• Implement, maintain, test, and administer standardized desktop, laptop, and tablet computer hardware, software, and network configurations.
• Prepare computer equipment for reuse, refresh, or disposal as approved by agency personnel.
• Required to work on-site in downtown Washington, DC, and Cheltenham, MD, as requested.
• Be a part of a shift team schedule with shifts falling between 0600 - 1800 Hours.
• Be willing to provide surge support as needed.
• Travel between client sites as needed.

Required Qualifications, Experience, Skills & Abilities

• U.S. citizenship is required, and a criminal background check must be passed.
• Must possess an industry-specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), or equivalent within 45 days of start.
• Possess a minimum of 2 years of experience administering Windows 10/Windows 11.
• Experience in installing desktops, portable computers, peripherals, and software products for local area network, wide area network, and standalone environments.
• Ability to detect, diagnose, and resolve desktop and portable computer software and hardware failures.
• Ability to analyze and assess customers’ service requests and provide prompt technical solutions.
• Knowledge and experience in utilizing trouble-ticketing software, ServiceNow, for opening/closing tickets.
• Ability to contact and effectively communicate with customers by telephone, Email, Teams, or in person.
• Experience in performing software and hardware upgrades and installations involving multiple computers configured for desktop, portable, and mobile platforms.
• Ability to coordinate the disassembly and reinstallation of automation equipment in support of office relocations.
• Demonstrated proficiency with operating systems, business applications, and computer hardware platforms.
• Must be able to effectively communicate both verbally and in writing to customers, peers, technical staff and Government employees.
• Experience and ability to manage enterprise printing and printer servers.
• Ability to lift up to 50 lbs.
• Must possess a valid driver’s license.

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