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Koniag Government Services · 3 hours ago

Service Desk

Vienna, VA

Full-time

Onsite

Mid Level

4+ years exp

Koniag Government Services is an Alaska Native Owned corporation dedicated to supporting federal government agencies. They are seeking an experienced Service Desk Representative to manage daily operations of the service desk, provide IT support, and troubleshoot technical issues for users.

EnterpriseGovernmentProfessional Services

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Providing answers to general IT-related questions

Managing the customer’s ticketing queue

Tier 1-2 troubleshooting

Solving issues such as password resets, RSA tokens, or PKI certifications

Notifying users of service disruptions

Implementing technical refresh of user equipment, to include workstations, monitors, switch boxes and card readers

Provide information to customer logistics for (all equipment which requires inventory transactions when moved or decommissioned

Maintaining accurate records for shelf stock and notifying the government when inventory reaches reorder points

Imaging workstations to the latest operating systems

Installing COTS software

Installing virus updates on stand-alone systems

Supporting hourly monitoring checks and escalating issues to the appropriate solver team

Receiving and troubleshooting calls from international and remote users for issue resolution

Escalating issues to the customer that require more advanced technical knowledge

Troubleshooting hardware issues on workstations, printers and other peripherals to include assessing system health, replacing components and submitting warranty claims with the vendor

Qualification

Tier 1-2 troubleshootingWeb software developmentCOTS software installationCustomer serviceInventory managementTechnical supportHardware troubleshooting