Service Desk Analyst

About the role

Kadiak LLC, a Koniag Government Services company, is seeking an experienced Service Desk Representative with a Top-Secret Clearance to support Kadiak and our government customer in Vienna, Virginia.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

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

Requirements

• Four years of relevant experience in web software development
• Able to demonstrate working in a 24/7 operational environment and working on call rotation
• Bachelor’s degree in related field

Benefits

• Competitive compensation
• Extraordinary benefits package including health, dental and vision insurance
• 401K with company matching
• Flexible spending accounts
• Paid holidays
• Three weeks paid time off

Schedule

Monday to Friday from 2pm to 10:30pm