Help Desk Tier I Support Specialist (REMOTE)

General Description: HUD National Help Desk TIER1: Provide technical support to customers for a wide range of computer-related issues. Actively listen to customer problems and be able to document them appropriately. Ability to diagnose, problem-solve and resolve customer issues. Follow-up with customer to ensure the problem has been resolved. Update the knowledge base with process changes and recommended solutions. Requires experience and understanding of technical infrastructure and the ability to know limitations and be able to elevate more complex problems when appropriate.

Typical Duties (These duties will be performed by every individual on the Help Desk):

Answer inquiries from customers regarding request, incidents or problems

Document all aspects of the interaction in the ticketing system

Maintain a pleasant demeanor during all customer engagements

Immediately escape any issue identified as security related

Ability to conduct meaningful Knowledge Base searches in order to pull the correct information for the problem presented

Ability to remain calm and focused when dealing with difficult customers

Facilitation of multi-team engagements focusing on troubleshooting and root cause analysis

Potential Schedule-based Duties (Some shifts have time or day of the week assigned tasks):

Perform mainframe backups

Utilize server and network monitoring software and initiate appropriate personnel involvement when errors are presented

Check systems condition (servers, mainframes, cloud services, etc.)

Our Equal Employment Opportunity Policy The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristicprotected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants.

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

Help Desk Tier I support specialist is an integral component of a team supporting our HUD client’s IT Modernization effort to provide a single Operations & Maintenance (O&M) consolidated support services of (1) data storage facilities, (2) hardware/software, and (3) cloud services providers. This position is in a team environment and involves collaboration with and supporting other team members, contractors, and HUD internal and external users. This position provides Help Desk Tier 1 and Data Center support, including technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, wordprocessing, electronic mail, and operating systems.The ideal candidate is a team player with proven experience as a Computer User Support Specialist. Below are the qualifications for this role.

The following skills and experience are preferred: Prior Help Desk TIER1 experience preferred, extensive knowledge of MS Office beyond basic personal use required, familiarity with technical infrastructure to include LAN’s, WAN’s, and servers.

High school degree required.

College experience a plus.

Experience with virtual private networking and/or home networking a plus.

Benefits include medical, dental, and vision insurance, 401(k) retirement plan, paid time off, paid parental leave, life and disability insurance, flexible spending accounts, commuter benefits and tuition reimbursement.

Koniag Data Solutions, LLC a Koniag Government Services company, is seeking a Help Desk Tier I support specialist to support KDS and our government customer. The position is remote.