Help Desk Specialist - Koniag Government Services : Job Details

Koniag Services, Inc. (KSI) is seeking an experienced Help Desk Specialist to provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. This position will be remote. This position is for a future new business opportunity.

This position offers a competitive salary along with a comprehensive benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, generous paid time off, and more.

The Help Desk Specialist provides first-line and potentially, second-line, support to end users. This role manages user-reported issues, provides customer assistance through multiple channels (email, phone, chat), and contributes data-driven insights to continually enhance user experience, responsiveness, and satisfaction.

Position Description:

The Help Desk Specialist will serve as a key point of contact for users seeking technical assistance, providing exceptional customer service while efficiently resolving technical issues. This role will be responsible for:

• Providing technical support to users by answering questions, troubleshooting problems, and guiding users through the problem-solving process

• Tracking user help desk interactions to gather data and feedback for product improvement

• Interacting with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem

• Simulating user problems to resolve operating difficulties

• Providing first and second-level technical support for hardware, software, and network issues through phone, email, ticketing system, and in-person support

• Diagnosing and resolving complex technical problems related to operating systems, applications, networks, and hardware

• Managing the help desk ticketing system to ensure proper tracking, prioritization, and resolution of all technical issues

• Creating and maintaining technical documentation, knowledge base articles, and standard operating procedures

• Performing regular system maintenance tasks and updates to ensure optimal performance

• Collaborating with IT teams to escalate complex issues when necessary and follow up to ensure resolution

• Implementing and maintaining IT security best practices and ensuring compliance with organizational policies

• Conducting user training sessions on new technologies, software, and systems

• Monitoring system performance and proactively addressing potential issues

• Assisting with the deployment and configuration of new hardware and software

• Providing guidance and mentorship to junior help desk staff

• Participating in continuous improvement initiatives for help desk operations

• Creating regular reports on help desk activities, trends, and performance metrics

Education and Experience:

Required:

• Bachelor's degree in Computer Science, Information Technology, or related technical field

• Minimum of 2 years of progressive experience in IT help desk or technical support roles

• Experience with ticketing systems and help desk management processes

• Demonstrated expertise in troubleshooting Windows and macOS operating systems, excellent customer service abilities, and a proactive approach to problem-solving.

Required Skills and Competencies:

• Strong knowledge of operating systems, including Windows, macOS, and various Linux distributions

• Expertise in Microsoft Office Suite and Office 365 administration

• Experience with remote desktop support tools and technologies

• Proficient in network troubleshooting and basic network administration

• Working knowledge of IT security principles and best practices

• Strong analytical and problem-solving skills with attention to detail

• Excellent verbal and written communication abilities

• Superior customer service orientation with patience and empathy

• Ability to explain technical concepts to non-technical users

• Experience with hardware troubleshooting and maintenance

• Strong documentation skills and attention to detail

• Ability to work under pressure and manage multiple priorities

• Capacity to learn new technologies quickly and adapt to changing environments

• Self-motivated with ability to work independently and as part of a team

Desired Skills and Competencies:

• CompTIA A+, Network+, Security+, or ITIL certifications

• Experience with enterprise-level systems and applications

• Knowledge of Active Directory and user account management

• Familiarity with VoIP systems and troubleshooting

• Experience supporting mobile devices and MDM solutions

• Knowledge of cloud services (AWS, Azure, or Google Cloud)

• Experience with scripting languages (PowerShell, Python, or Bash)

• Background in supporting government clients and understanding federal IT requirements

• Experience with virtual desktop infrastructure (VDI)

• Familiarity with Alaska Native Corporation business environment

• Previous experience in a senior or lead technical support role

• Understanding of ITSM frameworks and processes

• Ability to obtain and maintain a Public Trust security clearance required

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, sex, sexual orientation, gender, or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information, or any other factor protected by 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 accommodation to navigate or to apply for a position on our website, please contact Heaven Wood via e-mail at [email protected] or by calling 703-###-#### to request accommodation.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352

Job Details

Pay Type Salary