Help Desk Specialist IV

Koniag Government Services is hiring an experienced IT Help Desk Specialist IV (Manager) to supervise help desk operations and support a government customer in Silver Spring, MD (onsite).

Responsibilities

• Oversee the day-to-day operations of the help desk.
• Identify, research, and resolve complex technical issues.
• Develop and manage escalation procedures and help ensure service levels are maintained.
• Document, track, and monitor problems to support timely resolution.
• Exercise authority for personnel actions and manage most day-to-day group operations.
• Apply knowledge of common help desk concepts, practices, and procedures to execute technical and support activities performed by support specialists.
• Use extensive experience and judgment to plan and complete a variety of tasks.

Requirements

• BS/BA degree in a related area (or equivalent).
• If the degree is not held: additional four (4) years of equivalent work experience related to the duties performed under this contract may substitute for the BS/BA.
• 5 years of demonstrated experience managing Service Desk personnel in a similar environment.
• 3 years of demonstrated experience performing Service Desk duties/responsibilities in a similar environment.
• Demonstrated training or experience using customer service techniques.
• Windows Endpoint Administration and management experience.
• CompTIA A+ certification or Apple Device Support certification.
• ITIL Foundations certification.
• Help Desk Institute (HDI) certification: HDI-Support Center Director (HDI-SCD) or equivalent.
• Ability to physically lift or move heavy objects (examples: servers, workstations, network equipment, large wall-mounted monitors, large printers, etc.).
• Ability to obtain a Public Trust.

Technologies

• Windows Endpoint Administration
• CompTIA A+
• Apple Device Support
• ITIL Foundations
• HDI Support Center Director (HDI-SCD)

Security Requirement

• Ability to obtain a Public Trust.

Compensation

• USD 100,000 - 120,000 per year

Benefits

• Health, dental, and vision insurance
• 401K with company matching
• Paid holidays
• Paid Vacation
• Paid sick leave