Service Desk Support Specialist

About the role

Koniag IT Systems LLC, a Koniag Government Services company, is seeking a Service Desk Support specialist with a Secret security clearance to support KITS and our Army customer in Huntsville, Alabama. This position requires on-site presence in Huntsville, Alabama. 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.

Principal Responsibilities

• Provide first-level technical support for AMC's GITOC, UC, and mission IT systems
• Use the AMC G-6 IT Service Management (ITSM) system to manage support tickets
• Log, track, and resolve issues received through multiple channels (email, phone, tickets, in-person)
• Categorize and prioritize incidents according to AMC G-6's priority matrix
• Affirmatively assist with scheduling and usage of UC-enabled conference and meeting rooms
• Support UC event scheduling and provide remote assistance for first-call resolution
• Adhere to established Service Level Agreements (SLAs) for issue resolution
• Provide technical support to HQ AMC's "Top Six" leadership when assigned
• Perform incident triage for AMC-managed applications and escalate as appropriate
• Affirmatively assist users with AMC-specific IT systems and provide guidance on optimal settings
• Maintain accurate and detailed ticket information
• Follow established UC, mission IT, and GITOC policies and processes
• Contribute to knowledge documentation by documenting solutions to common problems
• Apply troubleshooting methodologies to resolve technical issues efficiently
• Communicate status updates to users throughout the resolution process
• Escalate complex issues to appropriate technical teams when necessary

Required Education and Experience

• Associate’s degree in information technology, Computer Science, or related field; or equivalent combination of education and experience
• 1+ years of experience in IT service desk or technical support role
• Experience with ITSM tools and ticket management systems
• Familiarity with ITIL processes and frameworks

Required Skills And Competencies

• Understanding of ITIL V4 framework and service desk processes
• Experience with incident, request, and problem management
• Knowledge of service desk operations and best practices
• Strong customer service orientation and communication skills
• Ability to troubleshoot hardware and software issues
• Experience documenting technical issues and resolutions
• Familiarity with conferencing and collaboration technologies
• Basic understanding of network environments (knowledge of classified environments preferred)
• Ability to prioritize and manage multiple requests simultaneously
• Experience meeting Service Level Agreements (SLAs)
• Attention to detail and accurate record-keeping skills
• Ability to communicate technical information to non-technical users
• Problem-solving skills and critical thinking abilities
• Knowledge of standard office productivity software
• Willingness to work on-site in Huntsville (Redstone Arsenal), Alabama

Clearance Requirement

Ability to obtain and maintain required security clearances

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, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local 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 apply for a position on our website, please get in touch with Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.

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, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local 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 apply for a position on our website, please get in touch with Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.

Shareholder Preference

Shareholder Preference in accordance with Public Law 88-352