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# Help Desk Specialist IV (Manager)

- **Company:** Koniag Services, Inc.
- **Location:** Silver Spring, MD, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Networking Hardware, Network Server
- **Published:** September 24, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9189525/help-desk-specialist-iv-manager

## About the Role

* BS/BA degree in a related area (or equivalent).
 * If the candidate does not possess the identified degree, for a BS/BA degree the candidate can substitute additional four (4) years of equivalent work experience related to the duties being performed under this contract.
 * 5 years of demonstrated experience managing Service Desk personnel experience in a similar environment.
 * 3 years of demonstrated experience performing the duties/responsibilities of Service Desk personnel in a similar environment.
 * Demonstrated training or experience in customer service techniques
 * Windows Endpoint Administration and management (CompTIA A+) certification or Apple Device Support certification
 * ITIL Foundations certification
 * Help Desk Institute certification (HDI Support Center Director (HDI-SCD)) or equivalent
 * Must be physically able to lift or move heavy objects (e.g., servers, workstations, network equipment, large wall-mounted monitors, large printers, etc.).

Security Requirement:

 * Ability to obtain a Public Trust.

## Description

* Supervises the day-to-day operations of the help desk.
 * Identifies, researches, and resolves complex technical problems.
 * Creates and manages escalation procedures and ensures service levels are maintained.
 * Documents, tracks, and monitors problems to ensure resolution in a timely manner.
 * Has authority for personnel actions and oversees most day-to-day operations of the group.
 * Familiar with a variety of the field's concepts, practices, and procedures; understands and capable of executing the technical and support activities of support specialists.
 * Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks.


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