Koniag Technology Solutions (KTS) is looking for a Senior Help Desk Specialist. This is a direct, full-time position with our company working at our customer’s site. The hours are 6am-2:30pm (rotational), to include a ½-hr. non-billable meal break. Occasional weekend and/or holiday coverage may be required.
This position is considered Essential/Mission Critical, which means the employee is expected to report for work and/or remain at work despite late reporting, early dismissal and/or closure due to weather conditions. During inclement weather conditions, Essential/Mission Critical employees are not to leave the job site unless dismissed by a member of Team KTS management or designated point of contact.
We offer a competitive compensation and benefits package including health/dental/vision insurance, 401K, flexible spending accounts, paid holidays, and a PTO program.
Must be able to obtain and maintain a client-sponsored HSPD-12 Suitability Clearance
Duties and Responsibilities
The Senior Help Desk Specialist works in a call center environment, providing detailed call/problem documentation of reported incidents utilizing the Change, Asset and Problem Reporting System (CAPRS). Problem reporting in the CAPRS is required in both real-time voice and emergency notifications. The candidate will function as a Call Intake Analyst (CIA), identifying and reporting on a wide variety of hardware, software, mainframe access and print problem determination/escalation.
The Help Desk Specialist will perform the following tasks:
- Dispatch all vendor hardware tickets as established by defined priority levels
- Problem resolution is accomplished via the telephone and/or the use of remote software in the Windows operating system environment
- Utilize email (Instant Messaging product used to communicate in the Call Center) and InfoCast applications
- Monitor the information posted on InfoCast, Severity 1 report and message boards in the work area, and be aware of current issues affecting widespread application availability
- Perform the following activities:
- 1st call problem screening
- Problem documentation using CAPRS
- Problem determination
- Problem diagnosis
- Problem resolution
- Provide Knowledge Base article suggestions.
The candidate is required to be Dell Premier Access certified within 6 months of employment start date.
The candidate is required to become proficient in the use of CAPRS (used by the agency to detail reported incidents) within 2-4 weeks of assignment.
Work Experience, Knowledge, Skills & Abilities
2 yrs. of experience with the following:
- Windows Operating System workstation/server
- Microsoft Systems Management Server (SMS) 2.0
- Microsoft Exchange/Outlook
- Client/server applications
- Transmission Control Protocol/Internet Protocol (TCP/IP)
- Very high speed Backbone Network Service (vBNS)
- Multi Protocol Label Switching (MPLS), VoIP and Cisco routers.
Strong command of the English language (written and oral)
2-3 years of help desk / call center experience preferred
A+, MCP is a plus
Must possess a working knowledge of the majority of the skills and technologies enumerated above, and must be able to learn, with provided training, those skills and technologies in which he/she lacks the requisite experience.
Working Environment & Conditions
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 manipulate, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The work load may require the incumbent to sit for extended periods of time. The incumbent must be able to read, perform 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 for 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.
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