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Desktop Support Personnel 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
Req Number KSS19-0021  
Category Information Technology  
Division Koniag Information Security Services  
Location KSS Natick, MA  

Koniag Information Security Services is looking for Desktop Support personnel to work with our Federal Client in the Boston area.

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.

The Desktop Support functional area will serve as the centralized point of delivery and pick up by customers. As such, incident management will be limited to quick resolutions. This role will carry the sole responsibility for phone support. The Desktop Support functional area will have the primary responsibility of resolving issues that require time away from the desk. This role will provide technical guidance and collaboration with team members on problems and incidents.


  • Work on assigned tickets in the Remedy Queue
  • In general, the Desktop Support functional area will have an estimated Time-to-resolve of > 30 minutes
  • The Desktop Support functional area will have the primary responsibility of resolving issues that require time away from the desk, such as printer stigging and any issues that require deskside support.
  • The Desktop Support functional area will perform new computer setups
  • This role will be responsible for resolving problems and escalated incidents. It is the last stop before escalating a ticket outside of the help desk. Resolving a problem encompasses researching the underlying cause for reoccurring incidents and identifying a permanent solution
  • Operate the Service Desk with Tier II and Tier III systems support, to include providing on-site services for walk-in inquiries.
  • Receive tasks from the RARS, directly from the managers, from an IT Service Desk employee or directly from the end user. Create a RARS ticket for all work performed in support of end users by the first business day after the work is received.
  • Provide support for end users employed by installing hardware/software upgrades; providing general troubleshooting and problem solving, system configuration, creating, implementing and documenting procedures and other functions to provide an effective IT service desk.
  • Perform analytical, evaluation, management, and maintenance duties related to local network system components and personal computers (PC), software, peripherals and functionality of automated data processing and communications equipment. Evaluate and analyze network access, hardware and software.
  • Provide support for trouble tickets relating to network system access and PCs, Provide and implement a solution that returns equipment to a fully operational state. Provide support onsite, desk-side, over the phone or via remote access. Coordinate as necessary with the customer to provide the requested resolution. Configure network devices according to the STIGs.
  • Provide guidance on the use of baseline software to end users, maintain a webpage for related information as well as prepare and format a regular newsletter to keep users informed of IT news such as new software rollouts, best practices and changing guidance.
  • Input all relevant work request data within the RARS and update all assigned tickets with current status. Follow the latest Standard Operating Procedure for inputting and updating RARS tickets. Monitor the RARS queue for incoming tickets; contact users for any clarifications necessary.
  • Use and contribute to a central repository which contains procedures, troubleshooting steps, resolutions, etc. pertaining to the incidents and resolutions they encounter in their work assignments.
  • Take the necessary actions to mitigate all systems known to be at risk during the 7-day period prior to a planned quarantine event as determined by the Army IAVM process. Mitigation efforts shall involve contacting the user with instructions, checking systems for compliance, manually installing patches and/or system reboots.
  • Image, distribute and track lifecycle replacement desktops and laptops for the installation
Position Requirements


  • Minimum of 5 years of professional experience within a help desk role
  • Be proficient with Microsoft operating systems such as Windows 10. Be able to diagnose and correct operating system problems; build new systems by installing the Army Gold Master (AGM) approved operating system, baseline software applications, and required security patches; install encryption systems used to protect the data of portable systems such as laptops; and identify and install required drivers.
  • Be proficient in the process of bulk imaging computers as part of the life cycle replacement process for the installation
  • Be proficient with desktop software included in AGM builds. This software includes, but is not limited to, Microsoft Office Professional, Microsoft Outlook, Internet Explorer, Adobe Acrobat Professional, Approve-It, Pure Edge Viewer, WinZip, Tumbleweed Desktop Validator, and Active Client. Be able to install the software and to diagnose and correct software problems
  • Have sufficient knowledge of Active Directory, Group Policies, and Networks so they can add systems or users, reset passwords, diagnose login problems, and identify the source of a problem as a group policy or network.
  • Be familiar with network file shares, data protection system and data backup and transfer techniques. Be proficient with hardware such as personal computers (PCs), printers, scanners, plotters, modems, card readers, PDAs, and other peripherals. Be able to diagnose and correct hardware problems, perform upgrades, and install new or replacement hardware. Be familiar with the Security Technical Implementation Guides (STIGs) for networked devices.
  • Have strong communications skills (both written and oral), strong customer service orientation, and excellent interpersonal skills, especially the ability to listen and understand what is being described by the end user as well as the ability to explain the resolution when necessary
  • Be proficient in Power Shell Scripting.
  • Be adept at reading installation guides and implementing new software products.
  • Active Secret Clearance required.

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 finger, 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, 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 an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at or by calling 703-488-9377 to request accommodations.

Travel Requirements  
Security Clearance Active Secret Clearance  
About our Company

Offering innovative and cutting edge IT solutions, Koniag Information Security Services is uniquely positioned in the federal marketplace. An ANC 8(a)-certified program combined with the full corporate support of Koniag Inc.'s Government Services Sector, KSS is backed by a full range of industry partners. Innovative technology, highly qualified professionals and proven processes are the hallmarks of KSS. 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 not accepting applications.

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