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IT 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, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
Req Number KTS14-0059  
Category Information Technology  
Division Koniag Technology Solutions, Inc.  
Location KTS Durham  

Koniag Technology Solutions is immediately hiring a full time IT Help Desk Specialist for our Durham, NC location. 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. 

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

All employees are considered mission critical and are expected to report even during inclement weather conditions. 

We look forward to hearing from you!

Duties and Responsibilities 

The contractor 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 Call Intake Analyst (CIA).  The candidate identifies and reports on a wide variety of hardware, software, mainframe access and print problem determination/escalation. 

  • Dispatch all vendor hardware tickets as established by defined priority levels
  • 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 the client's ticketing system (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
  • The candidate is required to be Dell Premier Access certified within 6 months of employee start date.  
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. 
  • 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.

Work Experience, Knowledge, Skills & Abilities:

  • Preferably 2-3 years of Help Desk/Call Center experience
  • 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

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 Minimal  
Security Clearance Must be able to obtain and maintain a HSPD-12 Suitability  
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 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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