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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, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
Req Number KTS20-0071  
Category Information Technology  
Division Koniag Technology Solutions, Inc.  
Location KTS Baltimore, MD  

Koniag Technology Solutions (KTS) is hiring a Help Desk Specialist . This is a full time position with our company working at our customer’s site in Baltimore MD. 

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

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

The successfull candidate will work 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 Customer Service Representative (CSR). The candidate identifies and reports on a wide variety of hardware, software, mainframe access and print problem determination/escalation. All employees are considered mission critical and are expected to report even during inclement weather conditions.

Essential Duties and Responsibilities:

  • The Initial Call Intake function, normally performed by the Customer Service Representative (CSR), provides detailed interaction/incident documentation of reported problems utilizing the incident management system. Documentation in the incident management system is required for both real-time voice and virtual reported problems.
  • The contractor documents and provides problem analysis and resolution on a wide variety of hardware, software, video, mainframe, and network problems.
  • Additionally, the contractor dispatches all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedure (SOP).
  • Customer Service Representatives also utilize operational communications systems within the Service Center to communicate real-time events to management and customers as required. 

The contractor shall:

  • Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability.
  • Respond to customer calls concerning general inquiries, providing “how to” assistance for specific problems
  • Accept and process virtual call inquires for hardware and software,
  • Open a call ticket for every customer contact and determine and document scope, impact, and priority; resolve, or escalate to incident (level-2).
  • Follow-up with customers, vendors, as required, to resolve problems and ensure ticket updates are current.
  • Close all tickets only when a problem has been resolved to the customer’s satisfaction and all steps to resolve an issue are completely documented in the service tickets.
  • Create a report detailing all open, severity-1 issues encountered up until the time of the report creation and submit to the designated distribution list.
  • Gather information and follow required diagnostic procedures.
  • Adhere to the Standard Operating Procedures (SOP)





Position Requirements

Education, Experience and Skills  

  • 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. 


Number of years of experience required. 

  • 1-2 year experience in Call Center environment


Technical skills required

  • Candidates must 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 they lack the requisite experience
  • Possess strong written and oral command of the English language, as all assistance is provide via the telephone and documented in the CAPRS ticketing system


Koniag Services, Inc. (KSI) is an Alaska Native-Owned Information Technology Services and Solutions firm and is headquartered in Chantilly, VA.   KSI is part of the Koniag Development Corporation (KDC) family, was formed in 1994.  KSI provides sophisticated information technology solutions and services, capital planning and investment control (CPIC) consulting, and project management services to federal clients. More specifically, system design, development and integration; web design and development, content management, data management, database integration; and IT investment planning and operational requirements development services.


KSI is an equal opportunity employer.



Travel Requirements  
Security 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 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 id  

This position is currently accepting applications.

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