[Hiring] Junior Computer User Support Specialist @Koniag Government Services, LLC

Role Description

Koniag Data Solutions, LLC (KDS), a Koniag Government Services company, is seeking an experienced highly qualified professional Junior Computer User Support Specialist to support KDS, and our Department of Housing and Urban Development (HUD)/Office of the Chief Information Officer (OCIO)/Infrastructure and Operations Office (IOO) Government customer at 451 7th Street S.W., Washington, DC 20410. This opportunity offers the chance to work with some of the best and brightest minds in the HUD and US Industries.

The Junior Computer User 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 is in a team environment and involves collaboration with and supporting other team members, contractors, and HUD internal and external users. This position provides technical assistance to computer users, answering questions or resolving computer problems for clients in person, via telephone, or electronically.

Essential Functions, Responsibilities & Duties may include, but are not limited to:

• HUD National Help Desk Tier1 Analyst: Provide technical support to customers for a wide range of computer-related issues.
• Actively listen to customer problems and document them appropriately.
• 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 and the ability to escalate more complex problems when appropriate.

Typical Duties:

• Answer inquiries from customers regarding requests, incidents, or problems.
• Document all aspects of the interaction in the ticketing system.
• Maintain a pleasant demeanor with all customers.
• Immediately escalate any issue identified as security-related.
• Conduct meaningful Knowledge Base searches to pull the correct information for the problem presented.
• Show respect and courtesy to all customers.
• Remain calm and focused when dealing with difficult customers.

Qualifications

• Prior Help Desk 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 a plus.

Requirements

• 0-2 years demonstrated experience with Cloud Email, Collaboration Sites/Shared Workspace, Office Suites capabilities and solutions.
• 0-2 years demonstrated experience of O&M of Hardware Support Services.
• 0-2 years demonstrated experience of O&M of System Administration and Virtualization Services.
• 0-2 years demonstrated experience of O&M of Shared Service and Help Desk Services.
• Strong problem-solving and analysis skills, self-motivated, and able to work and communicate in a team environment.
• Knowledge of Agile methodology and frameworks.
• Experience and knowledge in software development lifecycles.
• Excellent written and verbal communication skills.
• Experience with Federal consulting.

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.
• And more.

Company Description

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 .