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Koniag Government Services · 1 day ago

Tier 2 Help Desk Support Engineer

Washington, DC

Part-time

Hybrid

Entry, Mid Level

2+ years exp

Koniag IT Systems LLC, a Koniag Government Services company, is seeking a Tier 2 Help Desk Engineer to support KITS and their government customer in Washington, DC. The role involves serving as an escalation point for Tier 1 Help Desk, troubleshooting and resolving hardware and software issues, and providing technical support to agency users.

EnterpriseGovernmentProfessional Services

No H1B

U.S. Citizen Only

Responsibilities

Serve as an escalation point for Tier 1 Help desk

Install desktop, laptop, and tablet computers, peripherals, and software products for networked and stand-alone environments

Troubleshoot, diagnose, and resolve desktop, laptop, and tablet computer software and hardware failures

Provide information, guidance, and instruction on the use of desktop, laptop, and tablet computer hardware and software products

Provide desktop, laptop, and tablet computer technical support to agency users

Implement, maintain, test, and administer standardized desktop, laptop, and tablet computer hardware, software, and network configurations

Prepare computer equipment for reuse, refresh, or dispose property as approved by agency personnel

Required to work onsite in downtown Washington, DC a minimum of three (3) days per week

Be a part of a shift team schedule with shifts falling between, 0600 - 1800 Hours

Be willing to provide surge support as needed

Travel between client sites as needed

Qualification

CompTIA A+ certificationMicrosoft Certified Solutions ExpertWindows 10/Windows 11ServiceNowDesktop supportHardware troubleshootingSoftware installationsEnterprise printing managementTechnical communication

Required

US Citizenship is required and pass Criminal Background Check

Must possess an industry specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), or equivalent within 45 days of start

Possess a minimum of 2 years of experience administering Windows 10/Windows 11

Experience in installing desktops, portable computers, peripherals, and software products for local area network, wide area network and standalone environments

Ability to detect, diagnose, and resolve desktop and portable computer software and hardware failures

Ability to analyze and assess customers' service request and provide prompt technical solutions

Knowledge and experience in utilizing trouble-ticketing software, ServiceNow, for opening/closing tickets

Ability to contact and effectively communicate with customers by telephone, Email, Teams, or in person

Experience in performing software and hardware upgrades and installations involving multiple computers configured for desktop, portable, and mobile platforms

Ability to coordinate the disassembly and reinstallation of automation equipment in support of office relocations

Demonstrated proficiency with operating systems, business applications, and computer hardware platforms

Must be able to effectively communicate both verbally and in writing to customers, peers, technical staff and Government employees

Experience and ability to manage enterprise printing, and printer servers

Ability to lift up to 50 lbs

Must possess a valid driver's license