[Hiring] Help Desk Tier I Support Specialist @Koniag Government Services, LLC

Role Description

Koniag Data Solutions, LLC, a Koniag Government Services company, is seeking a Help Desk Tier I support specialist to support KDS and our government customer. The position is remote.

Help Desk Tier I support specialist is an integral component of a team supporting our HUD client’s IT Modernization effort to provide a single Operations & Maintenance (O&M) consolidated support services of:

• Data storage facilities
• Hardware/software
• Cloud services providers

This position provides Help Desk Tier 1 and Data Center support, including technical assistance to computer users. Responsibilities include:

• Answering questions or resolving computer problems for clients in person, via telephone, or electronically.
• Providing assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Qualifications

• Prior Help Desk TIER1 experience preferred.
• Extensive knowledge of MS Office beyond basic personal use required.
• Familiarity with technical infrastructure to include LANs, WANs, and servers.
• High school degree required.
• College experience a plus.
• Experience with virtual private networking and/or home networking a plus.

Requirements

• Provide technical support to customers for a wide range of computer-related issues.
• Actively listen to customer problems and document them appropriately.
• Ability to diagnose, problem-solve, and resolve customer issues.
• Follow-up with customers to ensure the problem has been resolved.
• Update the knowledge base with process changes and recommended solutions.
• Experience and understanding of technical infrastructure.
• Ability to escalate more complex problems when appropriate.

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.