Service Desk Analyst

Service Desk Analyst

Koniag IT Systems, LLC, a Koniag Government Services company, is seeking a Service Desk Analyst to support KITS and our government customer in Washington, DC. This position requires the candidate to be able to obtain a Public Trust. 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.

Koniag IT Systems, a Koniag Government Services company, is seeking a customer-focused and technically proficient Service Desk Analyst to provide Tier 1 technical support within an on-site service desk environment. The ideal candidate is a motivated and personable IT professional with a strong commitment to delivering exceptional customer service, a solid foundation in desktop and end-user computing support, and hands-on experience working within the Service Now platform.

This individual will serve as the first point of contact for end users experiencing technical issues, playing a critical role in ensuring timely and effective resolution of incidents and service requests while maintaining accurate and complete ITSM records.

Principal responsibilities will include but are not limited to:

• Serve as the first point of contact for end users seeking technical support, providing courteous, professional, and timely assistance via walk-up, phone, email, and ticketing channels.
• Log, categorize, prioritize, and manage all incoming incidents and service requests within the Service Now platform, ensuring that ticket records are accurate, complete, and updated throughout the support lifecycle.
• Perform Tier 1 troubleshooting and resolution of a wide range of end-user technical issues, including hardware and peripheral problems, operating system and application errors, network connectivity issues, printer and peripheral support, and mobile device assistance.
• Assist end users with account management tasks, including password resets, account unlocks, and access provisioning and de-provisioning requests in accordance with organizational security policies.
• Escalate incidents and service requests that cannot be resolved at Tier 1 to appropriate Tier 2 or Tier 3 support teams, ensuring that all relevant diagnostic information and troubleshooting steps are thoroughly documented within the Service Now ticket prior to escalation.
• Follow established standard operating procedures, knowledge base articles, and troubleshooting runbooks to diagnose and resolve common technical issues consistently and efficiently.
• Contribute to the service desk knowledge base by documenting newly encountered issues, resolution steps, and workarounds for review and publication by the knowledge management team.
• Monitor the Service Now ticket queue to ensure that open incidents and service requests are being addressed within defined SLA time frames, proactively following up with end users and support teams on aging or unresolved tickets.
• Support the onboarding and offboarding of end users, including equipment setup and configuration, account provisioning, and equipment retrieval and decommissioning activities.
• Assist with the deployment, imaging, and configuration of end-user devices, including desktops, laptops, and peripherals, in accordance with organizational standards and build specifications.
• Maintain accurate records of hardware and software assets within the Service Now CMDB and asset management module, supporting lifecycle tracking and inventory management activities.
• Communicate clearly and professionally with end users regarding ticket status, expected resolution timelines, and any required actions or information needed to progress resolution.
• Participate in team meetings, training sessions, and knowledge sharing activities to continuously develop technical skills and stay current with supported technologies and organizational procedures.
• Adhere to all organizational IT security policies, acceptable use standards, and compliance requirements in the performance of all support activities.

Education and Experience:

Required:

• High school diploma or GED equivalent required;
  Associa…