Help Desk Tier I Support Specialist; REMOTE

Position: Help Desk Tier I Support Specialist (REMOTE)

Koniag Data Solutions, LLC a Koniag Government Services company is seeking a Help Desk Tier I support specialist to support KDS and our government customer. The position is remote.

Benefits include medical, dental, and vision insurance, 401(k) retirement plan, paid time off, paid parental leave, life and disability insurance, flexible spending accounts, commuter benefits and tuition reimbursement.

Help Desk Tier I support specialist is an integral component of a team supporting our HUD client's IT Modernization effort to provide a single Operations & Maintenance (O&M) consolidated support services of (1) data storage facilities, (2) hardware/software, and (3) cloud services providers. This position is in a team environment and involves collaboration with and supporting other team members, contractors, and HUD internal and external users.

This position provides Help Desk Tier 1 and Data Center support, including technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

The following skills and experience are preferred:

• High school degree required.
• College experience a plus.
• Experience with virtual private networking and/or home networking a plus.

General Description

HUD National Help Desk TIER1:
Provide technical support to customers for a wide range of computer-related issues. Actively listen to customer problems and be able to document them appropriately. Ability to diagnose, problem-solve and resolve customer issues. Follow-up with customer to ensure the problem has been resolved. Update the knowledge base with process changes and recommended solutions. Requires experience and understanding of technical infrastructure and the ability to know limitations and be able to escalate more complex problems when appropriate.

Typical

Duties (These duties will be performed by every individual on the Help Desk)

• Answer inquiries from customers regarding request, incidents or problems
• Document all aspects of the interaction in the ticketing system
• Maintain a pleasant demeanor during all customer engagements
• Immediately escape any issue identified as security related
• Ability to conduct meaningful Knowledge Base searches in order to pull the correct information for the problem presented
• Ability to remain calm and focused when dealing with difficult customers
• Facilitation of multi-team engagements focusing on troubleshooting and root cause analysis

Potential Schedule-based Duties (Some shifts have time or day of the week assigned tasks)

• Perform mainframe backups
• Utilize server and network monitoring software and initiate appropriate personnel involvement when errors are presented
• Check systems condition (servers, mainframes, cloud services, etc.)

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, 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/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.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at or by calling 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 KGS, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions.

KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to…