Help Desk Specialist

About the role

Koniag Data Solutions is seeking a Help Desk Specialist with an active Secret clearance to support KDS and our government customer in Arlington, VA.

Responsibilities

• Perform Touch Labor, fixes, configuration, troubleshoot issues and problems, and install software for a variety of end-user and other devices such as printers, VTC suites, monitors, keyboards, mice, headsets, cameras, VOIP phones.
• Serve as the primary POC for incident and problem resolution and escalation as a Tier II technician.
• Ensure Information Assurance (IA) requirements are met for all devices.
• Provide desktop automation support to a customer base with knowledge of a wide range of applications, operating systems, protocols, IT equipment, techniques, requirements, methods, and procedures.
• Serve as a customer technical analyst with responsibility for resolving the most complex customer problems using knowledge of customer support concepts and methods, installed operating systems, and the IT infrastructure.
• Configure systems components such as disk drives, printers, and other peripherals needed to support the operating environment by applying operating systems principles and methods and the functionality of the current systems environment.
• Evaluate and advise on new and emerging technologies using knowledge of a wide range of automation techniques, requirements, methods, and procedures.
• Evaluate help desk program effectiveness using qualitative and quantitative techniques.
• Work with Active Directory, local and secure networks, and Virtual Desktop Infrastructure (VDI), especially VMware.
• Assist with interpreting policies, procedures, and strategies that govern the planning and delivery of help desk services.
• Work in and around Army environments and provide Classified IT support.
• Support decommissioning of Army assets and Lifecycle Management SOPs.

Requirements

• Active Secret clearance
• High School Diploma or GED
• 2 years of Help Desk Experience

Qualifications

• Excellent problem-solving and troubleshooting skills
• Effective communication skills with the ability to explain technical concepts to non-technical stakeholders
• Ability to work independently and collaboratively in a team-oriented environment
• Certification in ITIL or other relevant service management certifications is a plus

Benefits

• Medical, dental, and vision insurance
• 401(k) retirement plan
• Paid time off
• Paid parental leave
• Life and disability insurance
• Flexible spending accounts
• Commuter benefits
• Tuition reimbursement