Help Desk Specialist IV (Manager)

Koniag Operations Services, LLC, a Koniag Government Services company, is seeking an experienced IT Help Desk Specialist IV (Manager) to support KOS and our government customer at Silver Spring, MD. This position requires the candidate to be able to obtain a Public Trust. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, paid holidays, paid Vacation, paid sick leave and more. Essential Functions, Responsibilities & Duties may include, but are not limited to:

• 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.

• 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.