Junior Computer User Support Specialist

Benefits

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.

Koniag Data Solutions, LLC (KDS), a Koniag Government Services company, is seeking an experienced highly qualified professional Junior Computer User Support Specialist to support KDS and our Department of Housing and Urban Development (HUD)/Office of the Chief Information Officer (OCIO)/Infrastructure and Operations Office (IOO) Government customer at 451 7th Street S.W., Washington, DC 20410. This opportunity offers the chance to work with some of the best and brightest minds in the HUD and US Industries.

This is a Remote opportunity.

The Junior Computer User 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 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 ideal candidate is a team player with proven experience as a Junior Computer User Support Specialist.

Below are the qualifications for this role.

• HUD National Help Desk Tier1 Analyst:
  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 elevate more complex problems when appropriate.

• Answer inquiries from customer regarding request, incidents or problems
• Document all aspects of the interaction in the ticketing system
• Maintain a pleasant demeanor with all customers
• Immediately escalation any issue identified as security related
• Ability to conduct meaningful Knowledge Base searches to pull the correct information for the problem presented
• Show respect and courtesy to all customer
• Ability to remain calm and focused when dealing with difficult customers

• High school degree required.
• College experience a plus.
• Experience with virtual private networking a plus.

• DCIO IOO IT Policies and Processes Support
• DCIO IOO Configuration Management
• Enterprise Architecture Services
• IOO Risk Management
• Enterprise Application Services
• System Administration and Virtualization Services
• Cloud Hosting Services
• Database Services
• Storage Services
• Active Directory Services
• Cabling Requirements
• Hardware Support Services
• Mainframe Services
• Software Factory
• Release Deployment Services and Dev Sec Ops  Pipeline
• Virtual Desktop Infrastructure (VDI)/Desktop as a Service (DaaS)
• Cloud Email, Collaboration Sites/Shared Workspace, Office Suites, and Cloud Services
• Cloud and On-Premises Gold Disk O&M Services
• Webcasting O&M Services
• eDiscovery and Records Management Services
• Shipping Support
• Media Sanitization Support
• Migration Services
• Mobile Device Management Services (MDM)
• Domain Name…