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Title

Tier I & II Helpdesk Specialist (TS-SCI) 

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 KSS20-0030  
Category Information Technology  
Division Koniag Information Security Services  
Location KSS Washington, DC  
Description

Koniag Information Security Services (KSS) is looking for Help Desk Tier I and II to join our growing team in the Washington DC Metro Area.  This is a full time position with KSS working on site with our government customer. All candidates must have a TS with a SSBI that is no more than 3 years old.

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.

In this fast paced environment, customers cannot afford to be without their core network services which include but are not limited to: messaging, mobile devices, file, print, Intranet, databases, network access from fixed and remote locations.  The selected employee shall perform Tier 1 and Tier 2 incident resolution as directed by the government lead in accordance with established Tier 1 and Tier 2 standard operating procedures.

Responsibility:

  • Uses systems tools and processes to provide business analysis or technical expertise to provide ongoing support to clients in the following capacity:
    • Acts as subject matter expert to understand client requirements
    • Relates application to client needs
    • Identifies, troubleshoots and resolves issues
    • Installs, configures and upgrades clients in locally hosted and ASP environments
    • Develops or collaborates to develop technical solutions and leads technical training related to client configurations
    • Communicates and liaisons with all departments in organization to resolve client issues
  • Responsible for achieving target proficiency and target utilization
  • Supports the identification, pursuit and implementation of expanded opportunities. When needed, support new sales efforts
  • Works closely with Account Executive on all client matters and escalates issues swiftly, when appropriate
 
Position Requirements

Requirements:

  • Eligible for Presidential Support Duty (PSD)
  • 2+ years of relevant experience in the area of IT applications, configuration and/or systems support.
  • Understands and applies analysis tools/techniques, issue resolution skills and demonstrates strong knowledge of relevant factors in the industry.
  • Consultant resource on medium implementation projects and ongoing support; achieves utilization, client retention and client satisfaction
  • Ability to self-start and independently initiate new opportunities.
  • Demonstrated ability to function effectively both independently and within a team/matrix in a high visibility client environment
  • Ability to exercise sound judgment and strong problem solving skills.
  • Must demonstrate professional and ethical business practices, adherence to company standards, and a commitment to personal and professional development.
  • High ethics and integrity
  • Effective written and verbal communication skills to communicate with colleagues, clients, and vendors.
  • Ability to deliver highly technical information to less technical individuals.
  • Proven time management skills to manage multiple priorities and deliver timely and accurate work.
  • Must demonstrate strong active listening and follow-up skills.
  • Strong computer skills and the ability to navigate through multiple systems without assistance.
  • Provide excellent customer service for escalated tickets on help desk
  • Respond to all chats, emails and phone calls consistently
  • Enter all relevant data from customer contact channels into tracking system
  • Assist with troubleshooting and resolution of all tickets that are escalated by level 1 as defined by management.
  • Great interpersonal skills; superior customer service skills; excellent verbal and oral communication skills.
  • Able to work consistently in a fast paced environment. Works well under pressure with limited supervision.
  • Ability to follow processes and escalate issues consistently.
  • Must have professional demeanor and ability to prioritize work in a fast paced environment
  • Customer service experience is very helpful
  • Support technical management team with call data analysis.
  • Experienced in Windows operating systems
  • Able to provide support for any shift required to support customer requirements.

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 accommodations@koniag.com or by calling 703-488-9377 to request accommodations. 

 
Travel Requirements Occasional travel within the metro are may be required.  
Security Clearance Top Secret (SCI eligible) or Top Secret/SCI clearance with Single Scope Background Investigation (SSBI). Eligible to obtain a Yankee White Clearance within 180 days of start.  
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 accepting applications.

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