Tier 2 Help Desk Engineer

This on-site support role provides tier 2 help desk services for KITS and a government client, with escalation duties and hardware and software provisioning and troubleshooting across sites in Washington, DC and Cheltenham, MD.

Responsibilities

• Act as the escalation point for the Tier 1 Help Desk to address complex issues.
• Install and configure desktops, laptops, tablets, peripherals, and software for both networked and standalone environments.
• Diagnose and resolve software and hardware failures on desktops, laptops, and tablets.
• Offer information, guidance, and instruction on using hardware and software across these devices.
• Provide technical support for agency users involving desktop, laptop, and tablet systems.
• Implement, maintain, test, and administer standardized configurations for hardware, software, and network settings on desktop, laptop, and tablet devices.
• Prepare computer equipment for reuse, refresh, or disposal in accordance with agency approvals.
• Work on-site in downtown Washington, DC and Cheltenham, MD as required.
• Operate within a shift team schedule with coverage from 0600 to 1800 hours.
• Be available to provide surge support as needed.
• Travel between client sites as necessary.

Requirements

• U.S. citizenship is required, with successful completion of a background check.
• Hold an industry certification such as CompTIA A+, Microsoft Certified Solutions Expert (MCSE), or equivalent within 45 days of start.
• Minimum of 2 years of experience administering Windows 10 and Windows 11.
• Experience installing desktops, portable computers, peripherals, and software for LAN, WAN, and standalone environments.
• Ability to detect, diagnose, and resolve software and hardware failures on desktop and portable devices.
• Capable of analyzing service requests and delivering prompt technical solutions.
• Experience using trouble-ticketing systems, specifically ServiceNow, to open and close tickets.
• Strong communication skills to engage with customers by phone, email, Teams, or in person.
• Experience performing software and hardware upgrades and installations across multiple computers for desktop, portable, and mobile platforms.
• Ability to coordinate disassembly and reinstallation of automation equipment for office relocations.
• Proven proficiency with operating systems, business applications, and computer hardware platforms.
• Effective verbal and written communication with customers, peers, technical staff, and Government personnel.
• Experience managing enterprise printing and printer servers.
• Ability to lift up to 50 pounds.
• Valid driver’s license required.

Technologies

• ServiceNow
• Windows 10
• Windows 11

Compensation

Salary: USD 23 - 31 per hour

Benefits

• Health, dental, and vision insurance
• 401K with company matching
• Flexible spending accounts
• Paid holidays
• Three weeks paid time off

Equal Employment Opportunity Policy

Koniag Government Services 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 or veteran status, marital status, genetic information, or any other characteristic protected 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.

If accommodation is needed to navigate or apply for a position on our website, please contact Heaven Wood at [email protected] or 703-488-9377 to request accommodations.

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 capabilities.

For more information, visit www.koniag-gs.com.