Tier 1 Help Desk Engineer

We are looking for qualified, experienced and self-motivated individual to perform the duties of a Tier 1 Help Desk Engineer to support a potential future business opportunity located in Washington, DC. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401k with company matching, flexible spending accounts, paid holidays, paid time off, and more. The ideal Tier 1 Help Desk Engineer will:

• Provide frontline Tier I support service requests via ServiceNow ticketing, system, email, phone, and in-person interactions
• Efficiently document and manage all service requests using the Service Desk ticketing system
• Deliver clear, effective communication to ensure successful resolution of customer issues
• Compile and report regular updates to operations management on common problems, suggesting potential long-term solutions
• Accurately triage and escalate complex IT issues to appropriate Tier II, Tier III, and management levels
• Required to work onsite in downtown Washington, DC three (3) days per week.
• Be a part of a shift team schedule with shifts falling between, 0600 - 1800 Hours
• Provide occasional on call/special event support
• Travel between client sites as needed

• US Citizenship is required and pass Criminal Background Check
• Must be willing to obtain industry specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), or equivalent within 45 days of start
• Experience in customer service and IT support principles and methods
• Proficiency with Microsoft Windows 11, Microsoft Office, and Exchange/Outlook
• Ability to troubleshoot basic computer issues (desktop, laptop, tablet) and triage service requests
• Strong verbal and written communication skills for interacting with customers, peers, technical staff, and government personnel
• Capability to provide both formal and informal training to customers
• Ability to work in a fast-paced environment, providing continuous support and critical operations monitoring

Preferred Qualifications

• 0-3 years of experience in a similar IT support role
• Experience with help desk ticketing systems, preferably ServiceNow
• Jira/Confluence knowledge a plus
• Knowledge of IT service management best practices
• Ability to identify and propose process improvements

Security Requirement:

• This position requires a Criminal background check.

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 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 .