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.

The Help Desk Specialist, Team Lead:

• 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).

Required Qualifications:

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 information systems to analyze routine situations; o supporting users by fulfilling individual requests for information and/or training in the utilization of various databases; and
  • maintaining network diagrams and circuit records, instructs users in the use of PCs and networks, may perform basic PC, PBX, and network software programming.
• Has demonstrated Excellent communication skills and is able to interact with other teams in the IT industry.
• Has a Top Secret Clearance

Preferred additional qualifications are:

• Certified A+ or holding a comparable Microsoft IT certification such as MCP or MCSE.
• Certified Information Technology Infrastructure Library (ITIL) foundations or equivalent experience.
• Knowledge of IT management tools, but not limited to (active directory, iTunes, polycom, Azure).
• Able to perform various other IT Help Desk Lead task as needed.

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 accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com .

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352