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Helpdesk Specialist, Lvl. 4 

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 KSI13-0024  
Category Information Technology  
Division Koniag Services, Inc.  
Location KSI Durham  

Koniag Services, Inc. is looking for a Help Desk Specialist in Durham, NC to work in the Call Center to function as a call intake analyst providing detailed call/problem documentation of reported incidents utilizing the Change, Asset and Problem Reporting System (CAPRS).   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. 

The shift for this position is Monday thru Friday, 10:00 am to 6:30 pm (to include a ½ hr non-billable meal break), plus occasional rotational Saturday and Holiday coverage. 

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

Successful applicants will need to have the ability to obtain an HSPD-12 Suitability Adjudication 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
  • Perform the following activities:
  • 1st call problem screening
  • Problem documentation using CAPRS
  • Problem determination
  • Problem diagnosis
  • Problem resolution
  • Provide Knowledge Base article suggestions
  • Adhere to all Call Center SOPs
  • The candidate is required to be Dell Premier Access certified within 6 months of employee start date.


Position Requirements

Education, Experience, Skills

  • One to two years of experience in a Call Center environment
  • 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. 
  • 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 Minimal  
Security Clearance Ability to obtain a HSPD-12 Suitability Adjudication.  
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

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