Tier 1 Help Desk Engineer Job Washington area,District of Columbia USA,IT/Tech

Tier 1 Help Desk Engineer

Koniag IT Systems LLC, a Koniag Government Services company, is seeking a self-motivated Tier 1 Help Desk Engineer to support KITS and our government customer in downtown Washington, DC. This is a hybrid opportunity; extended shifts are required for 80 hours per two-week coverage - Onsite in downtown Washington, DC, at least four (4) days per week, Monday through Friday.

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 of paid time off, professional development opportunities, and more.

Work Schedule &

Location:

Primary Shift: 9:30 AM – 6:00 PM, Monday through Friday (Overall service desk coverage runs 6:00 AM – 6:00 PM; 80 hours per two-week pay period).
Onsite Expectation:
Downtown Washington, DC at least four (4) days per week, with up to one (1) day of telework.
Flexibility:
Occasional after-hours on-call, special event support, and local travel between client sites as needed.

Key Responsibilities:

Deliver frontline Tier 1 technical support via Service Now, email, phone, and in-person desk-side interactions.
Log, manage, prioritize, and thoroughly document all incident and service request tickets from creation to resolution.
Accurately triage and escalate complex technical issues to Tier 2, Tier 3, or engineering teams in accordance with defined SLAs.
Provide clear, professional communication and end-user guidance (formal and informal) to ensure swift issue resolution.
Monitor critical operations, compile support trend reports for management, and propose proactive long-term solutions.

Required

Qualifications & Skills:

U.S. Citizenship is required; must be able to successfully pass a comprehensive Criminal Background Check.
High School Diploma or GED.
Certifications:

Ability and willingness to obtain an industry-recognized certification (such as CompTIA A+, Network+, Security+, or Microsoft 365 Certified) within 45 days of the start date.
Operating Systems & Software:
Proficiency in troubleshooting Windows 11, Microsoft 365 / Office Suite, Exchange/Outlook, and mobile devices (iOS/Android).
Hardware Support:
Hands-on ability to diagnose and resolve basic hardware/peripheral issues across laptops, desktops, docks, and tablets.
Communication:
Strong written and verbal communication skills suitable for direct customer support, executive staff, and government personnel.
Pace & Environment:
Proven ability to multitask and thrive in a high-volume, SLA-driven customer support environment.

Preferred Qualifications:

0–3 years of experience in an IT Help Desk or Service Desk support role.
Hands-on experience with Service Now (or similar enterprise ticketing systems).
Familiarity with ITIL or IT service management (ITSM) best practices.
Ability to identify and propose process improvements.

Security Requirement:

This position requires a Criminal background check.

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.