Interested candidates are encouraged to apply as soon as possible.
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 escalate 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…