Help Desk Technician 4

Koniag Operations Services, LLC (KOS), a Koniag Government Services company, is seeking an experienced Help Desk Technician 4 to support KOS and our government customer in Silver Spring, MD. This is an individual-contributor position providing hands-on Tier 1 and Tier 2 end-user and endpoint support.

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.

Essential Functions, Responsibilities & Duties may include, but are not limited to:

• Service desk support. Provide remote and desk-side support for Windows, macOS and iOS devices, core applications, peripherals, and basic network/VPN connectivity. Diagnose hardware and software issues, perform root-cause analysis, and resolve or escalate incidents.
• Ticket ownership. Receive requests by portal, email, telephone and walk-up; log, triage, prioritize and track them in ServiceNow through resolution. Document actions promptly, maintain customer communication, meet applicable service levels, and coordinate escalations with the Service Desk Manager and Tier 3 teams.
• Account and access support. Perform authorized Active Directory account management and provisioning; assist with VPN accounts, unified messaging/email accounts, and file-system mapping and maintenance.
• Equipment lifecycle. Receive, provision, deploy, install, maintain, decommission and sanitize computers, smartphones, tablets and VoIP phones using approved tools. Support monitors, docking stations, printers, scanners and other peripherals; perform installs, moves, adds, changes and technology refreshes.
• Endpoint maintenance. Monitor patch and firmware status, troubleshoot failed updates, and validate that required endpoint agents (such as SCCM, BigFix, FireEye and Trellix) are installed, current and communicating. Coordinate remediation with infrastructure and security teams; test approved software packages and report results.
• Asset management. Maintain equipment and component inventories, track moves and assignments, obtain required property documentation, manage loaner laptops, and assist with annual inventories, sanitization and excess/disposal activities. Support software-license tracking and equipment/software quotations.
• Additional user support. Provide backup/recovery assistance, print-server support, conference-room and audiovisual assistance, and user guidance for approved software and services.
• Documentation and secure operations. Maintain SOPs and knowledge articles, complete opening/closing checks, and contribute to operational reports and service improvement. Use approved automation where applicable; follow security, privacy, access-control and change-management procedures; assist with security incident response as assigned.

Work Experience, Knowledge, Skills & Abilities

• Experience. Two to three years of IT experience and service desk experience.
• Endpoint support. Two years of demonstrated experience administering, managing, supporting and troubleshooting Windows, macOS and iOS devices.
• Incident handling. Ability to triage incident and problem reports for appropriate handling, diagnose issues, identify root causes, and resolve or escalate problems with limited oversight.
• Certification. At least one appropriate systems certification, including CompTIA A+, Apple Device Support, ITIL Foundations, or an applicable Help Desk Institute certification such as HDI Customer Service Representative, HDI Support Center Analyst or HDI Desktop Advanced Support Technician. Maintain required certifications in good standing.
• Customer service. Strong customer service and clear verbal/written communication; ability to document technical actions, keep customers informed, prioritize work, and collaborate with systems, security and administrative teams.
• Operational skills. Ability to support assigned endpoints/resources in on-premises and cloud environments. Demonstrate proficiency in secure scripting, automation and coding applicable to assigned NOS duties, use APIs securely, and investigate approved automation/scripting for endpoint-administration tasks.
• Physical requirements. Must be physically able to lift or move heavy IT equipment, including servers, workstations, network equipment, large wall-mounted monitors and large printers, using appropriate safety training, equipment and protection.

Citizenship, Security, Schedule & Work Location

• U.S. citizenship is required. Must successfully complete required customer suitability and background processing and obtain authorization for facility/system access.
• Full-time, 40 hours per week, with an assigned eight-hour weekday shift supporting customer Eastern Time business hours. Work hours may shift for approved after-hours activities; occasional approved travel may be required.
• Primary work location: Silver Spring, MD 20910. On-site support is required when directed. Any telework is subject to customer approval, may change, and is not guaranteed.

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 to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com 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