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Title

Help Desk Specialist 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
 
Req Number KTS18-0034  
Category Information Technology  
Division Koniag Technology Solutions, Inc.  
Location KTS Baltimore  
Description

Koniag Technology Solutions (KTS) is hiring a Help Desk Specialist for our Baltimore MD location. This is a direct, full-time position with our company working at our customer’s site. The hours are 7am-3:30pm (rotational), to include a ½-hr. non-billable meal break. Occasional rotational Saturday and/or holiday coverage may be required.

This position is considered Essential/Mission Critical. This means the employee is expected to report for, or remain at work, even in inclement weather conditions. Employees who are designated Essential/Mission Critical are expected to report to work on time and/or stay at work despite late reporting, early dismissal 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 the employee's designated point of contact.

Must be able to obtain and maintain a client-sponsored HSPD-12 Suitability

We offer a competitive compensation and benefits package including health/dental/vision insurance, 401K, flexible spending accounts, paid holidays and a PTO program.

The 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 CAPRS is required in both real-time voice and emergency notifications. The successful candidate will function as a Call Intake Analyst (CIA) and will identify and report on a wide variety of hardware, software, mainframe access and print problem determinations/escalations. 

Duties and Responsibilities

  • Dispatch all vendor hardware tickets as established by defined priority levels
  • Resolve problems via the telephone and/or the use of remote software in the Windows operating system environment
  • Train on and become proficient in use of the client's ticketing system (CAPRS)
  • 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
  • Adhere to all Call Center SOPs
  • Provide Knowledge Base article suggestions.
 
Position Requirements

Work Experience, Knowledge, Skills & Abilities:

  • Minimum of 6 months experience with 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.
  • 1-2 years of Help Desk/Call Center experience preferred.
  • The candidate will be required to become proficient in the use of CAPRS, which is used by the agency to detail reported incidents, within 2-4 weeks of assignment.
  • The candidate is required to be Dell Premier Access certified within 6 months of employment start date.
  • The ideal candidate will have a working knowledge of the majority of the skills and technologies annotated above, and must be able to learn, with provided training, those skills and technologies in which he/she lacks the requisite experience.
  • Must possess strong written and oral command of the English language, as all assistance is provide via the telephone and documented in CAPRS.

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.

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.com or by calling 703-488-9377 to request accommodations. This contact information is used for accommodation requests only and cannot be used to inquire on a status of your application.

 
Travel Requirements  
Security Clearance Must be able to obtain and maintain HSPD-12 Suitability Clearance  
About our Company

Offering innovative and cutting-edge IT solutions, Koniag Technology Solutions is uniquely positioned in the federal marketplace. An ANC program combined with the full corporate support of Koniag Inc.’s Government Services Sector, KTS is backed by a full range of industry partners. Innovative technology, highly qualified professionals and proven processes are the hallmarks of KTS. We pride ourselves on delivering exceptional service to our clients and maintaining a supportive environment for team members and partners.

 

Our Equal Opportunity Policy EOE Minorities/Female/Protected Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352  

This position is currently accepting applications.

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