Service Desk Support Specialist

Service Desk Support Specialist

Kadiak, a Koniag Government Services company, is hiring a Service Desk Support Specialist to support our Federal client in Albuquerque, New Mexico. Preference will be given to qualified applicants who are a member of a Federally Recognized Native American Tribe. Position requires U. S. Citizenship. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Position Overview:

Service Desk Support Specialist performs independently or as a key multi-functional team member in identifying, planning, developing, deploying, and communicating software applications and other technology solutions that can involve multiple physical locations and business units.

Essential Functions, Responsibilities & Duties may include, but are not limited to:

• A positive customer service attitude.
• Junior-level personnel resolve less-complex problems immediately, while more complex problems are elevated to senior or supervisory personnel.
• Perform tests during application development, assists with application documentation, familiarizes personnel with applications, conducts on-site installations, provides direct user support as well as other forms of assistance to program and project leads.
• Provide problem-solving support (by phone and in-person) to users using information center tools.
• Provide support for e-mail, directories, standard Windows desktop applications, in addition to specific customer applications.
• Responsible for ensuring the timely process through which problems are controlled. Includes problem recognition, research, isolation and follow-up steps.
• Serve as the initial point of contact for call center support for agency programs.
• Serve as the initial point of contact for troubleshooting hardware/software PC and printer problems.
• Use proper troubleshooting techniques, analyzes user-related problems in assigned applications and applies or recommends solutions.
• Knowledge of service ticketing systems and IT Service Management.
• Ability to adapt to quickly changing priorities.
• Ability to provide support for all peripherals (scanners, printers, etc.).
• Ability to take a proactive approach to problem solving.
• Ability to train other team members.
• Demonstrate a proven record of successful execution in a cross-team collaborative IT environment

Requirements:

• Experience with Microsoft Skype for Business, web cameras, television cabling, and microphones for multimedia setups.
• Knowledge of iPhone technical support and MaaS
  360 end user administration.
• Knowledge of Microsoft Windows 10 and Microsoft Suite applications.
• Proficiency in audio-visual and VTC technologies, such as Polycom systems.

Requirements:

• Bachelor's degree in Computer Science, Information Systems, Engineering, Business, or relevant experience.
• Minimum of 5 years' experience or 2 years of which must be specialized. Recent experience with use of Service Now highly desired.
• Excellent communication skills (verbal, presentation, and written).
• A demonstrated proficiency in Microsoft Windows.

Desired

Certifications:

• ITIL V3 /V4 Foundations or HDI CSR, SCA, DAST
• Microsoft 365, Microsoft Office Specialist
• CompTIA CE A+, Network +, Security +

Office Location and Travel:
Albuquerque, New Mexico. No travel is anticipated. Clearance Requirement: U. S. Citizen with ability to obtain an MBI Public Trust clearance.

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, sex, sexual orientation, gender, or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information, or any other factor protected by 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.