> Markdown version of [/jobs/ext/2198326-tier-1-help-desk-engineer](https://www.wearedevelopers.com/jobs/ext/2198326-tier-1-help-desk-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier 1 Help Desk Engineer - **Company:** Koniag Services, Inc. - **Location:** Alexandria, VA, United States (Remote available) - **Experience:** Starter - **Salary:** $44,429.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Microsoft Outlook, Computer Literacy, Desktop Computing, Microsoft Office, Office Suite, Windows Desktop, Tablet Computers, Information Technology, 3-tier Architectures, Servicenow - **Published:** August 23, 2026 - **Apply:** https://dejobs.org/x/x/D0B9446B9A2746B98FE60C436CBF0EF8/job/ ## About the Role * Citizenship & Security: U.S. Citizenship is required; must be able to successfully pass a comprehensive Criminal Background Check. * High School Diploma or GED, * Certifications: Ability and willingness to obtain an industry-recognized certification (such as CompTIA A+, Network+, Security+, or Microsoft 365 Certified) within 45 days of the start date. * Operating Systems & Software: Proficiency in troubleshooting Windows 11, Microsoft 365 / Office Suite, Exchange/Outlook, and mobile devices (iOS/Android). * Hardware Support: Hands-on ability to diagnose and resolve basic hardware/peripheral issues across laptops, desktops, docks, and tablets. * Communication: Strong written and verbal communication skills suitable for direct customer support, executive staff, and government personnel. * Pace & Environment: Proven ability to multitask and thrive in a high-volume, SLA-driven customer support environment., * US Citizenship is required and must pass a 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, Mobile Phones, 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 an IT Help Desk or Service Desk support role. * Hands-on experience with ServiceNow (or similar enterprise ticketing systems). * Familiarity with ITIL or IT service management (ITSM) best practices. * Ability to identify and propose process improvements. Security Requirement: * This position requires a Criminal background check. ## Description Koniag IT Systems LLC, a Koniag Government Services company , is seeking a self-motivated Tier 1 Help Desk Engineer to support KITS and our government customer in downtown Washington, DC. This is a hybrid opportunity; extended shifts are required for 80 hours per two-week coverage - Onsite in downtown Washington, DC, at least four (4) days per week, Monday through Friday., * Primary Shift: 9:30 AM - 6:00 PM, Monday through Friday (Overall service desk coverage runs 6:00 AM - 6:00 PM; 80 hours per two-week pay period). * Onsite Expectation: Downtown Washington, DC at least four (4) days per week, with up to one (1) day of telework. * Flexibility: Occasional after-hours on-call, special event support, and local travel between client sites as needed., * Deliver frontline Tier 1 technical support via ServiceNow, email, phone, and in-person desk-side interactions. * Log, manage, prioritize, and thoroughly document all incident and service request tickets from creation to resolution. * Accurately triage and escalate complex technical issues to Tier 2, Tier 3, or engineering teams in accordance with defined SLAs. * Provide clear, professional communication and end-user guidance (formal and informal) to ensure swift issue resolution. * Monitor critical operations, compile support trend reports for management, and propose proactive long-term solutions. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [One Platform Could Not Fit Them All](https://www.wearedevelopers.com/videos/1919-one-platform-could-not-fit-them-all) - [Blazor Unleashed: The Future of .NET Web Development](https://www.wearedevelopers.com/videos/1564-blazor-unleashed-the-future-of-net-web-development) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [How Sparking Developer Joy Unlocks Developer Productivity](https://www.wearedevelopers.com/videos/613-how-sparking-developer-joy-unlocks-developer-productivity) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Find a Developer Job: 12 Best Job Sites For Developers](https://www.wearedevelopers.com/magazine/165-find-a-developer-job-12-best-job-sites-for-developers)