Help Desk Technician

Silver Spring, MD, United States

ATS

Job ID 24100030

Arlluk Technology Solutions, a Koniag Government Services company, is seeking an experienced Help Desk Technician to support ATS and our government customer in Silver Spring, Maryland.

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.

Hours of Operation:

Core Hours of Operation: Monday – Friday, 0700 - 1700

Essential Functions, Responsibilities & Duties may include, but are not limited to:

Responsible for performing the following tasks:

Tier I and Tier II Help Desk support during normal business hours 0700-1700 Monday – Friday, excluding holidays.

Support Incident, Problem, and Request Management process leveraging the ITIL service framework and best-business practices.

Utilization of ServiceNow ticketing system.

Provide End User Development (EUD) support service and incident resolution remotely and through touch-labor services to ensure that the end user operation environment is functional.

Installing and connecting desktop and laptops, and other peripherals to the network, wiping and rebuilding infected desktops, software installation, and assisting users with services and products.

Repair desktops/laptops, printers, scanners, and other approved peripherals.

Identify repair part(s) and provide a suggested source to the MID management team for their purchase.

Image all new computers with the current approved NMRC operating system and ensure all applicable IAVA patches and endpoint security software are applied before issuance.

Backup data before working on any equipment and make every effort to maintain the user’s data without loss during repair of equipment.

Provide network printer/Multifunction Device (MFD) support.

Ensure all network printers/MFD are configured in accordance with appropriate DISA STIG prior to adding to the network.

Perform software installation, including Operating System, MS Office Suite, anti-virus software, commercial-off-the-shelf (COTS) needed by users for their work, assisting with services and products.

Troubleshoot O365, email, iPhone, and user accounts issues.

Setup and support VTC events in various conference rooms

Review recent efforts and issues to determine trends, determine if the knowledgebase needs to be updated with new information or procedures, and recommend solutions/process improvements to the MID management team.

Work with the Cyber team to ensure all desktops are compliant with security requirements.

Submit a monthly work status report.

Other duties as assigned.

Requirements:

Secret level clearance required.

High school diploma or GED required.

Security+ CE required.

Windows 10 or later operating system training certificate required.

3+ years of experience working with and troubleshooting Windows desktops and MFDs.

Experience with DOD policies and security requirements.

Ability to communicate effectively and professionally in a high-pressure environment.

Work Experience, Knowledge, Skills & Abilities:

Candidates must be a US Citizen with the ability to obtain a successful background investigation.

3+ years of experience in related field preferred.

Strong analytical and problem-solving skills

Able to function, adapt, and succeed in a constantly changing, fast-paced environment.

Positive attitude and motivation to deliver highest quality work.

Strong communication skills (both verbal and written)

Self-organized and structured, with the ability to define your own tasks.

Expert with MS Office Suite (Word, Excel, and PowerPoint)

Security+ or equivalent

Working Environment & Conditions

This job operates in a professional office environment and has a noise level of mostly low to moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The incumbent is required to stand, walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The workload may require the incumbent to sit for extended periods of time. The incumbent must be able to read, do simple math calculations and withstand moderate amounts of stress.

The incumbent must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

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, sex, sexual orientation, gender, or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information, or any other factor protected by 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 accommodation to navigate or to apply for a position on our website, please contact Heaven Wood via e-mail at [email protected] or by calling 703-488-9377 to request accommodation.

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