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# Help Desk Technician

- **Company:** Koniag Services, Inc.
- **Location:** Silver Spring, MD, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Multitier Architecture, Microsoft Windows, Antivirus Softwares, Cyber Security, Computer Networks, Microsoft Office, Microsoft PowerPoint, Security Software, Windows Desktop, ServiceNow IT Service Management, Office365, Peripherals, User Accounts
- **Published:** September 3, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9144684/help-desk-technician

## About the Role

* Ability to be cleared at Secret level.
 * High school diploma or GED required.
 * Security+ CE required.
 * Windows 10 or later operating system training certificate required before starting.
 * 3+ years of experience working with and troubleshooting Windows desktops and MFDs.
 * Experience with DOD environment, policies, and security requirements preferred.
 * Ability to communicate effectively and professionally with end users while troubleshooting technical issues.
 * Hours of Operation: core hours of operation: Monday - Friday, 0700 - 1700

Work Experience, Knowledge, Skills & Abilities:

 * Candidates must be a US Citizen with the ability to obtain a successful background investigation.
 * 5 years of experience in related field preferred.
 * Strong analytical and problem-solving skills
 * Able to function, adapt, and succeed in a constantly changing, fast-paced environment
 * Positive attitude and motivation to deliver highest quality work
 * Strong communication skills (both verbal and written)
 * Self-organized and structured, with the ability to define your own tasks
 * Well-versed with MS Office Suite (Word, Excel and PowerPoint)

## Description

Essential Functions, Responsibilities & Duties may include, but are not limited to:

 * Responsible for performing the following tasks -
 + Tier I and Tier II Help Desk support during normal business hours 0700-1700 Monday - Friday, excluding holidays. Shifts are the standard 8 hours. Support is on a staggered arrival structure across team to ensure support is available from open to close.
 + Support the Incident, Problem, and Request Management process leveraging the ITIL service framework and best-business practices.
 + Utilization of the ServiceNow ticketing system.
 + Provide End User Development (EUD) support and incident resolution remotely and through touch-labor services to ensure that the end user operation environment is functional.
 + Installing and connecting desktops, laptops, and other peripherals to the network, wiping and rebuilding infected desktops, software installation, and assisting users with services and products.
 + Repair desktops/laptops, printers, scanners, and other approved peripherals.
 + Identify repair part(s) and provide a suggested source to the MID management team for their purchase.
 + Image all new computers with the current approved NMRC operating system and ensure all applicable IAVA patches and endpoint security software are applied before issuance.
 + Backup data before working on any equipment and make every effort to maintain the user's data without loss during repair of equipment.
 + Provide network printer/Multifunction Device (MFD) support.
 + Ensure all network printers/MFD are configured in accordance with appropriate DISA STIG prior to adding to the network.
 + Perform software installation, including Operating System, MS Office Suite, anti-virus software, commercial-off-the-shelf (COTS) needed by users for their work, assisting with services and products.
 + Troubleshoot O365, email, iPhone, and user accounts issues.
 + Setup and support VTC events in various conference rooms.
 + Document troubleshooting steps, processes, and solutions to the Knowledge Base ensuring information is available to all team members.
 + Leverage the Knowledge Base to troubleshoot issues and implement solutions.
 + Review recent efforts and issues to determine trends, determine if the knowledgebase needs to be updated with new information or procedures, and recommend solutions/process improvements to the MID management team.
 + Work with the Cyber team to ensure all desktops are compliant with security requirements by patching/updating systems.
 + Submit a monthly work status report.
 + Other duties as assigned