Help Desk Technician

Koniag Operations Services, LLC (KOS), a Koniag Government Services company, is seeking an experienced Help Desk Technician 4 to support KOS and our government customer in Silver Spring, MD. This is an individual-contributor position providing hands‑on Tier 1 and Tier 2 end‑user and endpoint support.

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.

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

• Service desk support. Provide remote and desk-side support for Windows, macOS and iOS devices, core applications, peripherals, and basic network/VPN connectivity. Diagnose hardware and software issues, perform root‑cause analysis, and resolve or elevate incidents.
• Ticket ownership. Receive requests by portal, email, telephone and walk‑up; log, triage, prioritize and track them in Service Now through resolution. Document actions promptly, maintain customer communication, meet applicable service levels, and coordinate escalations with the Service Desk Manager and Tier 3 teams.
• Account and access support. Perform authorized Active Directory account management and provisioning; assist with VPN accounts, unified messaging/email accounts, and file‑system mapping and maintenance.
• Equipment lifecycle. Receive, provision, deploy, install, maintain, decommission and sanitize computers, smartphones, tablets and VoIP phones using approved tools. Support monitors, docking stations, printers, scanners and other peripherals; perform installs, moves, adds, changes and technology refreshes.
• Endpoint maintenance. Monitor patch and firmware status, troubleshoot failed updates, and validate that required endpoint agents (such as SCCM, Big Fix, Fire Eye and Trellix) are installed, current and communicating. Coordinate remediation with infrastructure and security teams; test approved software packages and report results.
• Asset management. Maintain equipment and component inventories, track moves and assignments, obtain required property documentation, manage loaner laptops, and assist with annual inventories, sanitization and excess/disposal activities. Support software‑license tracking and equipment/software quotations.
• Additional user support. Provide backup/recovery assistance, print‑server support, conference‑room and audiovisual assistance, and user guidance for approved software and services.
• Documentation and secure operations. Maintain SOPs and knowledge articles, complete opening/closing checks, and contribute to operational reports and service improvement. Use approved automation where applicable; follow security, privacy, access‑control and change‑management procedures; assist with security incident response as assigned.

• Experience. Two to three years of IT experience and service desk experience.
• Endpoint support. Two years of demonstrated experience administering, managing, supporting and troubleshooting Windows, macOS and iOS devices.
• Incident handling. Ability to triage incident and problem reports for appropriate handling, diagnose issues, identify root causes, and resolve or elevate problems with limited oversight.
• Certification. At least one appropriate systems certification, including CompTIA A+, Apple Device Support, ITIL Foundations, or an applicable Help Desk Institute certification such as HDI Customer Service Representative, HDI Support Center Analyst or HDI Desktop Advanced Support Technician. Maintain required certifications in good standing.
• Customer service. Strong customer service and clear verbal/written communication; ability to document technical…