Help Desk Technician

KTS

Job ID 2455011

Koniag Technology Solutions, a Koniag Government Services company , is seeking a Help Desk Technician with a Top-Secret Clearance to support KTS and our government customer in Chantilly, VA.

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.

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

• Track incidents and requests from identification through resolution ensuring a quality end-to-end customer experience.

• Collect incident information through customer conversation and self-service support tools.

• Conduct initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components.

• Respond to travel policy/system issues in a timely and efficient manner helping reduce the time associated with incident resolution.

• Handle service requests in Jira Service Management system.

• Develop and maintain Confluence knowledge base articles.

• Create and review training material and user alerts.

• Engage other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to specialists.

• Communicate promptly on progress with the customer and client.

• Execute against established Service Level Agreements (SLA).

• Alert management to recurring problems and patterns of problems.

• Provide statistics for the weekly Service Desk report on call trends.

• Top Secret Clearance REQUIRED

Good to have, but not required:

• Experience working in a call center or Help Desk and Support center organization, providing users' support and customer service.

• Customer-oriented

• Understanding of IT systems

• Quick, proactive learner and innovative

• Excellent verbal and written skills

• Prior experience supporting or training IT system users.

Education

• Bachelor's degree in relevant discipline; minimum of 1-year relevant professional experience is required if no bachelor's degree is available.

Working Environment & Conditions

This job operates in a professional office environment and has a noise level of mostly low to moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The incumbent is required to stand, walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The workload may require the incumbent to sit for extended periods of time. The incumbent must be able to read, do simple math calculations and withstand moderate amounts of stress.

The incumbent must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

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, sex, sexual orientation, gender, or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information, or any other factor protected by 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 accommodation to navigate or to apply for a position on our website, please contact Heaven Wood via e-mail at ~~~ or by calling ~~~ to request accommodation.

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 ~~~.

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352