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Helpdesk 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 KSI13-0012  
Category Information Technology  
Division Koniag Services, Inc.  
Location KSI Durham  

Koniag Services, Inc. is immediately hiring a full time Helpdesk Specialist to work at our customer site in Durham, NC. This is a direct, full time position with our company.

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

Work Hours: Mon-Friday 12:30pm-9pm (to include a ½ hr non-billable meal break)

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).  The candidate identifies and reports on a wide variety of hardware, software, mainframe access and print problem determination/escalation.  Additionally, the contractor dispatches all vendor hardware tickets as established by defined priority levels.

The candidate must be able to obtain a HSPD-12 Suitability Clearance.

We look forward to hearing from you!

Essential Functions, Responsibilities & Duties may include, but are not limited to:

  • Problem resolution is accomplished via the telephone and/or the use of remote software in the Windows operating system environment
  • Train on and become proficient in use of 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
  • Adhere to all Call Center SOPs
  • The candidate is required to be Dell Premier Access certified within 6 months of employee start date.

Perform the following activities:

  • 1st call problem screening
  • Problem documentation using CAPRS
  • Problem determination
  • Problem diagnosis
  • Problem resolution
  • Provide Knowledge Base article suggestions


Position Requirements

Education, Experience, Skills

  • One to two years of Help Desk/Call Center experience.
  • 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.
  • The candidate will be required to become proficient in the use of CAPRS that is used by the agency to detail reported incidents. Proficiency in the CAPRS application is required within 2-4 weeks of assignment.
  • 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 CAPRS



Travel Requirements None  
Security Clearance The candidate must be able to obtain a HSPD-12 Suitability Clearance  
About our Company KSI is an innovative, Information Technology (IT) services and solutions provider with in-depth experience in complex enterprise environments supporting Civilian and other Federal Agency mission-critical requirements. Designed to improve the operational capabilities and organizational efficiency of government agencies through state-of-the-art technology, people and processes, our core services include:
  • Helpdesk Service Solutions (HDSS)
  • Data Center Operations and Enterprise IT Networking Solutions
  • Assistive Technologies Solutions
  • Information Sharing / Common Operational Picture (COP) Solutions
Our highly qualified and certified professional leaders and partners invest time to develop a comprehensive operational understanding of our client's internal and external requirements. This understanding shapes the design, development, testing and deployment of every project, ensuring client satisfaction and setting KSI apart from the competition. KSI sustains success through our committed corporate leadership, well qualified teams, strategic partners, unrelenting client focus, and consistent delivery of innovative and high quality solutions. Our client-centric culture has earned us numerous accolades and a reputation as a partner of choice in tackling mission essential requirements. KSI has been the recipient of the Washington Technology Magazine's Fast 50, and the Washington Business Journal's Top 25 Technology Companies.


Our Equal Opportunity Policy KSI is an equal opportunity employer. Shareholder preference in accordance with public law 88-352  

This position is currently not accepting applications.

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