Junior Computer User Support Specialist

• 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 be able to document them appropriately. Ability to diagnose, problem-solve and resolve customer issues.
• Follow-up with customer to ensure the problem has been resolved. Update the knowledge base with process changes and recommended solutions.
• Requires experience and understanding of technical infrastructure and the ability to know limitations and be able to escalate more complex problems when appropriate.

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

Typical Duties:

• Answer inquiries from customer regarding request, 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
• Ability to conduct meaningful Knowledge Base searches to pull the correct information for the problem presented
• Show respect and courtesy to all customer
• Ability to remain calm and focused when dealing with difficult customers

The following skills and experience are preferred: Prior Help Desk experience preferred, extensive knowledge of MS Office beyond basic personal use required, familiarity with technical infrastructure to include LAN's, WAN's, and servers.

• High school degree required.
• College experience a plus.
• Experience with virtual private networking a plus.

Perform other O&M duties as assigned, including overlapping subject areas as applicable:

• DCIO IOO IT Policies and Processes Support
• DCIO IOO Configuration Management
• Enterprise Architecture Services
• IOO Risk Management
• Enterprise Application Services
• System Administration and Virtualization Services
• Cloud Hosting Services
• Database Services
• Storage Services
• Active Directory Services
• Cabling Requirements
• Hardware Support Services
• Mainframe Services
• Software Factory
• Release Deployment Services and DevSecOps Pipeline
• Virtual Desktop Infrastructure (VDI)/Desktop as a Service (DaaS)
• Cloud Email, Collaboration Sites/Shared Workspace, Office Suites, and Cloud Services
• Cloud and On-Premises Gold Disk O&M Services
• Webcasting O&M Services
• eDiscovery and Records Management Services
• Shipping Support
• Media Sanitization Support
• Migration Services
• Mobile Device Management Services (MDM)
• Domain Name Services (DNS) and Internet Protocol (IP) Management Services
• VPN Client Services
• Network and LAN Services
• Shared Service and Help Desk Services
• Cyber and Operational Security (OPSEC) Services
• Disaster Recovery/ Business Continuity (DR/BC) Services
• Software License Management (SLM) Support

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 (1) data storage facilities, (2) hardware/software, and (3) 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. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.The ideal candidate is a team player with proven experience as a Junior Computer User Support Specialist. Below are the qualifications for this role., * 0-2 years demonstrated experience Cloud Email, Collaboration Sites/Shared Workspace, Office Suites capabilities and solutions, cloud 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.

Education:

• Associate's degree in a related field, such as information technology or computer science
• Bachelor's degree is a bonus
• Knowledge and experience with HUD OCIO IOO is a bonus.

Health insurance, 401(k) matching, Paid time off, Vision insurance, Dental insurance, Flexible spending account, Paid holidays, 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.

Koniag Data Solutions, LLC a Koniag Government Services company, is seeking a Junior Computer User Support Specialist to support KDS and our government customer. This is a Remote opportunity., 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., 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.