Service Desk Support Specialist

The Service Desk Support specialist will operate within a state-of-the-art service desk environment, providing comprehensive technical assistance to AMC personnel across Classified, Unclassified, and DREN environments. This on-site role will provide mission-critical technical assistance for Army Materiel Command’s (AMC) Global Information Technology Operations Center (GITOC), Unified Communications (UC), and mission IT systems. The ideal candidate will have experience of working in an ITIL framework environment and providing support across multiple network environments.

Principal responsibilities will include but are not limited to:

• Provide first-level technical support for AMC’s GITOC, UC, and mission IT systems
• Use the AMC G-6 IT Service Management (ITSM) system to manage support tickets
• Log, track, and resolve issues received through multiple channels (email, phone, tickets, in-person)
• Categorize and prioritize incidents according to AMC G-6’s priority matrix
• Assist with scheduling and usage of UC-enabled conference and meeting rooms
• Support UC event scheduling and provide remote assistance for first-call resolution
• Adhere to established Service Level Agreements (SLAs) for issue resolution
• Provide technical support to HQ AMC’s “Top Six” leadership when assigned
• Perform incident triage for AMC-managed applications and escalate as appropriate
• Assist users with AMC-specific IT systems and provide guidance on optimal settings
• Maintain accurate and detailed ticket information
• Follow established UC, mission IT, and GITOC policies and processes
• Contribute to knowledge documentation by documenting solutions to common problems
• Apply troubleshooting methodologies to resolve technical issues efficiently
• Communicate status updates to users throughout the resolution process
• Escalate complex issues to appropriate technical teams when necessary

Required:

• Associate’s degree in information technology, Computer Science, or related field; or equivalent combination of education and experience
• 1+ years of experience in IT service desk or technical support role
• Experience with ITSM tools and ticket management systems
• Familiarity with ITIL processes and frameworks, * Understanding of ITIL V4 framework and service desk processes
• Experience with incident, request, and problem management
• Knowledge of service desk operations and best practices
• Strong customer service orientation and communication skills
• Ability to troubleshoot hardware and software issues
• Experience documenting technical issues and resolutions
• Familiarity with conferencing and collaboration technologies
• Basic understanding of network environments (knowledge of classified environments preferred)
• Ability to prioritize and manage multiple requests simultaneously
• Experience meeting Service Level Agreements (SLAs)
• Attention to detail and accurate record-keeping skills
• Ability to communicate technical information to non-technical users
• Problem-solving skills and critical thinking abilities
• Knowledge of standard office productivity software
• Willingness to work on-site in Huntsville (Redstone Arsenal), Alabama

Clearance Requirement:

• Ability to obtain and maintain required security clearances

Desired Skills and Competencies:

• ITIL V4 Foundation certification
• CompTIA A+ certification
• Experience working with Department of Defense or Army IT systems
• Familiarity with Unified Communications platforms and technologies
• Experience supporting VIP or executive-level users
• Knowledge of AMC-specific IT systems and applications
• Experience working in classified environments
• Familiarity with remote support tools and techniques
• Understanding of IT security best practices
• Knowledge of conference room scheduling systems
• Experience providing technical support in a military environment
• Familiarity with common network connectivity issues and resolutions
• Understanding of basic audio/visual system troubleshooting
• Experience with account management and access provisioning
• Basic knowledge of IT asset management practices

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 IT Systems LLC, a Koniag Government Services company, is seeking a Service Desk Support specialist with a Secret security clearance to support KITS and our Army customer in Huntsville, Alabama. This position requires on-site presence in Huntsville, Alabama., 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