Senior Help Desk Specailist (Team Lead

Koniag Operation Services (KOS), a Koniag Government Services (KGS) company is looking for an experienced Senior Helpdesk Specialist (Team Lead) to support KOS and our government customer.
We offer competitive compensation and an extraordinary benefits package, including health, dental, and vision insurance, 401 (k) with company matching, flexible spending accounts, paid holidays, three weeks of paid time off, and more.

• Ensures SLAs are being met, triaging, and delegating tickets to technicians maintaining customer satisfaction.
• Maintains quality assurance and follows up with customers to identify areas of improvement and to ensure technical processes are being exercised routinely.
• Works with Help Desk manager to provide meaningful monthly metrics as described in section 4.6 of this SOW.
• Maintains knowledge base and works with management on creating/updating standard operating procedures.
• Attends meetings and projects delegated by management.
• Provides support in OIG enterprise Desktop production environment, and the completion of system enhancements, upgrades, patches, vulnerability mitigation and migrations. This support should include the use of standard processes, best practices and methodologies, and any supporting toolkits and technology necessary to create end-to-end management around "end-user" devices, software, and peripherals.
• Provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services
• Provides user support in the areas of email, active directory & network services, and Windows Desktop applications; knowledgeable in Office 365, Windows Operating Systems, Teams, and Adobe.
• Obtains end-user acknowledgment for completion of service request.
• Skilled in interpersonal communications aligned to receiving Help Desk support calls and responding to verbal and written queries for IT assistance users via telephone, email, walk-up, and directly from management.
• Deploys and manages Desktop hardware (including display and attached peripherals), mobile devices, and software (e.g., operating system, personal productivity, office automation software, and modal applications residing on users devices).
• Deploys and manages locally attached or network printers, storage devices, and miscellaneous government-owned peripherals.
• Supports workstation devices, including Government owned locally attached computers, laptop computers, tablet PCs, monitors, docking stations, printers, scanners, network-attached copiers, CD and DVD burners, multi- functional devices (printer, scanner, fax), USB devices, mobile handset phones and devices, Air Cards, network servers supporting printing, copying, scanning functions, and other approved devices in the product catalog.
• Provides asset provisioning, configuration, deployment, tracking, warranty management, tagging, refresh, and disposal management.
• Maintains, and implements where necessary, a highly accurate, maintained asset inventory, end-to-end asset management process, and accessible information database with automated, on-demand management reporting.
• Performs physical inventory and property tracking "wall-to-wall inventory" on a biannual basis which shall include inventorying all system assets, both physical and logical. This includes validation and adjudication of inventory with 100% accuracy.
• Provides assistance in leading IT projects and provide status reports on progress.
• Assists in the deployment and management of Desktop hardware (including display and attached peripherals), mobile devices, and software (e.g., operating system, personal productivity, office automation software, and modal applications residing on users devices).

This position must meet the following qualifications:

• High School plus specialized training, and 5 - 6 years of experience with:

• trouble shooting and resolving technical software, hardware, and network problem resolution for clients.
• using automated…