Service Desk Specialist

🕒 4 days ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

👻 Ghost score 10%

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Koniag Government Services

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1975

🏛️ Government

🎖️ Defense

💼 Consulting

Government • Defense • Consulting

Koniag Government Services is an Alaska Native Corporation (ANC) that provides technical, professional, and operational expertise to the U. S. public sector. KGS supports Defense & Intelligence, Federal Civilian, and Health customers with enterprise solutions, professional services, and operations management, and emphasizes mission-focused outcomes, contracting speed (ANC direct awards), and strategic/technology partnerships. The company positions itself as a mission partner delivering people, technology, and program management to government customers.

📋 Description

• Resolve advanced Tier 1 issues, including authentication problems, access requests, application troubleshooting, and configuration questions • Perform comprehensive ticket triage by gathering required details, validating user information, and categorizing issues accurately • Execute knowledge base procedures, SOPs, and troubleshooting workflows • Escalate incidents to Tier 2/3 teams when issues exceed Tier 1 scope, ensuring complete documentation and clear handoff • Review tickets for accuracy, completeness, and adherence to service desk standards • Assist with SSO/MFA troubleshooting, account unlocks, and user provisioning issues • Support issue identification and trend analysis by tagging incidents and reporting recurring problems • Communicate with users to provide updates, instructions, and guidance • Support maintenance and enhancement of knowledge base articles and SOPs • Collaborate with Team Leads and Shift Supervisors to manage workload and maintain SLA compliance • Maintain operational awareness of ticket queues, priority incidents, and high-impact events • Support daily IT operations for a large federal and DoD-aligned mission environment

🎯 Requirements

• Active Secret security clearance supported by a Tier 3 background investigation • High School Diploma or equivalent • 2–4 years of IT help desk or customer support experience • Experience performing advanced Tier 1 support, including troubleshooting, triage, and ticketing operations • Experience documenting incidents accurately and thoroughly in an ITSM tool • Experience modifying and following knowledge base articles or SOPs • Knowledge of user account management, SSO, MFA, and authentication workflows • Familiarity with troubleshooting common workstation, browser, and application issues • Strong understanding of ITSM practices and ticket lifecycle processes • CompTIA Security+ required within 60 days of start • Strong customer service skills • Excellent verbal and written communication abilities • Strong attention to detail, especially in documenting incidents and updating tickets • Ability to follow structured troubleshooting steps and SOP-driven workflows • Capability to multitask in a fast-paced, SLA-driven service environment

🏖️ Benefits

• Medical, dental, and vision insurance • 401(k) retirement plan • Paid time off • Paid parental leave • Life and disability insurance • Flexible spending accounts • Commuter benefits • Tuition reimbursement

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