Technical Support

Koniag Government Services is hiring a Technical Support analyst to provide reliable IT assistance to internal customers and a government customer in Durham, NC. This role supports users through in-person and remote troubleshooting, working with agency standard hardware and software while documenting every step in a problem tracking system.

In this position, you will resolve software and hardware issues, support common workstation equipment, and help end users keep essential tools running. You will also coordinate with management and relevant stakeholders to ensure tickets reflect accurate scope, impact, priority, and resolution details.

What you’ll do

• Provide software and hardware customer support and troubleshooting for workstation, laptop, printer, and similar IT equipment.
• Deliver basic IT troubleshooting while keeping end users updated until issues are fully resolved.
• When an issue cannot be resolved the same day, notify management immediately and update the problem tracking system with actions taken within one hour of resolution.
• Assist staff with user support for installed Microsoft, Adobe, and AutoCAD software applications.
• Document all end user, hardware, and software issues in the problem tracking system, updating in real time and closing tickets properly when resolved.
• Use email, instant messaging, and other monitoring tools to stay aware of current issues affecting widespread availability.
• Open a ticket for every customer contact, determine and document scope, impact, and priority, and resolve or escalate as appropriate.
• Follow up with customers, vendors, or SSA components as needed to complete resolutions and keep ticket updates current.
• Close tickets only when the problem is resolved to the customer’s satisfaction and all steps taken are fully documented in the service ticket.

Requirements

• High School Diploma and/or related advanced training.
• At least 2 years of experience in desktop and computer peripheral installation and assistance.
• Ability to organize, prioritize, and meet deadlines.
• Excellent critical thinking and strong problem-solving skills.
• Strong self-starter who can work with minimal supervision.
• Strong verbal communication to express concepts, plans, and proposals effectively.
• Reasonable accommodations may be made to support individuals with disabilities in performing essential functions.

Tools and technologies

• Microsoft, Adobe, AutoCAD
• Email and instant messaging

Location and pay

• Location: Durham, NC (onsite)
• Pay: USD 23 - 27 per hour

Benefits

• Medical, dental, and vision insurance
• 401(k) retirement plan
• Paid time off
• Paid parental leave
• Life and disability insurance
• Flexible spending accounts
• Commuter benefits
• Tuition reimbursement