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Koniag · 2 months ago

Tier 1 Help Desk Engineer

Washington, DC, USA

Full-time

Hybrid

New Grad, Entry Level

0+ years exp

Koniag IT Systems LLC, a Koniag Government Services company, is seeking a Tier 1 Help Desk Engineer to support KITS and their government customer in Washington, DC. The role involves providing frontline support for service requests, managing documentation, and escalating complex IT issues as needed.

Financial ServicesImpact InvestingWealth Management

Growth Opportunities

No H1B

U.S. Citizen Only

Responsibilities

Provide frontline Tier I support service requests via ServiceNow ticketing, system, email, phone, and in-person interactions

Efficiently document and manage all service requests using the Service Desk ticketing system

Deliver clear, effective communication to ensure successful resolution of customer issues

Compile and report regular updates to operations management on common problems, suggesting potential long-term solutions

Accurately triage and escalate complex IT issues to appropriate Tier II, Tier III, and management levels

Required to work onsite in downtown Washington, DC three (3) days per week

Be a part of a shift team schedule with shifts falling between, 0600 - 1800 Hours

Provide occasional on call/special event support

Travel between client sites as needed

Qualification

CompTIA A+ certificationMicrosoft Certified Solutions ExpertServiceNow ticketingMicrosoft Windows 11Microsoft OfficeIT support principlesCustomer serviceTraining capabilityProcess improvementVerbal communicationWritten communication

Required

US Citizenship is required and pass Criminal Background Check

Must be willing to obtain industry specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), or equivalent within 45 days of start

Experience in customer service and IT support principles and methods

Proficiency with Microsoft Windows 11, Microsoft Office, and Exchange/Outlook

Ability to troubleshoot basic computer issues (desktop, laptop, tablet) and triage service requests

Strong verbal and written communication skills for interacting with customers, peers, technical staff, and government personnel

Capability to provide both formal and informal training to customers

Ability to work in a fast-paced environment, providing continuous support and critical operations monitoring