• Help Desk Analyst Tier I

    Koniag Government Services (Huntsville, AL)


    Koniag Management Solutions, a Koniag Government Services company **,** is seeking a Help Desk Analyst Tier I with a secret security clearance to support KMS and our government customer in Huntsville, AL.

     

    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.

     

    Koniag Management Solutions (KMS) is seeking a dedicated and customer-focused Help Desk Analyst Tier I to join our IT team. This individual will serve as the first point of contact for all IT-related inquiries and will play a crucial role in delivering exceptional technical support to our users. The ideal candidate possesses strong troubleshooting skills, excellent communication abilities, and a genuine passion for helping others solve technology challenges. This position is onsite.

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

    The Tier 1 Help Desk Analyst will be responsible for providing first-level technical support to end-users across the organization. This includes responding to incoming support requests via phone, email, and ticketing system, troubleshooting common hardware and software issues, and escalating complex problems to appropriate IT personnel when necessary. Principal responsibilities include but are not limited to:

     

    + Respond to and resolve user requests for technical assistance with hardware, software, networking, and other computer-related systems

    + Log all help desk interactions in the ticketing system, maintaining accurate records of all problems and resolutions

    + Perform basic troubleshooting to isolate and diagnose common system problems

    + Install, configure, and update software and hardware components as needed

    + Reset passwords and manage user accounts according to established protocols

    + Provide basic training to end-users on computer applications and equipment

    + Escalate complex technical issues to appropriate IT team members following established procedures

    + Monitor and respond to incoming technical support emails and calls in a timely manner

    + Maintain inventory of IT equipment and supplies

    + Document technical solutions for the knowledge base to improve support efficiency

    + Follow up with users to ensure their issues have been satisfactorily resolved

    + Perform other duties as assigned

    Education and Experience:

    + AS degree in an IT related field; or 8 years of service desk support experience

    + MUST have, or be able to obtain the CompTIA Security+ certification

    + 1-2 years of experience in a help desk or technical support role

    + Experience with ticketing systems and remote desktop support tools

    + Knowledge of Windows and macOS operating systems

    + Familiarity with office productivity software and business applications

    REQUIRED SKILLS AND COMPETENCIES:

    + Strong troubleshooting and problem-solving skills

    + Excellent verbal and written communication abilities

    + Customer service orientation with patience and empathy

    + Basic knowledge of computer hardware, software, and networking concepts

    + Ability to follow established support procedures and protocols

    + Proficiency in Microsoft Office suite (Word, Excel, Outlook)

    + Experience with remote desktop tools and ticketing systems

    + Ability to multitask and prioritize in a fast-paced environment

    + Strong attention to detail and documentation skills

    + Team-oriented with the ability to work independently when necessary

    Security Clearance Requirements:

    + Must have a Secret clearance

    Other Requirements:

    + Must be a US citizen

     

    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 [email protected] 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_

    Job Details

    Job Family** **Client Techncial Support and Training

     

    Job Function** **Help Desk Support Tech

     

    Pay Type** **Hourly