Tier 2 Help Desk Engineer

Koniag Government Services is recruiting a Tier 2 Help Desk Engineer to support KITS and a government client with on-site responsibilities in downtown Washington, DC and Cheltenham, MD. This role focuses on handling escalations from Tier 1, provisioning hardware and software, and delivering hands-on troubleshooting for desktop, laptop, and tablet devices in both networked and standalone environments.

Responsibilities

• Act as the escalation point for the Tier 1 Help Desk to resolve complex issues.
• Install and configure desktop, laptop, and tablet systems, peripherals, and software for networked and stand-alone environments.
• Troubleshoot, diagnose, and repair desktop, laptop, and tablet software and hardware failures.
• Provide information, guidance, and instruction on the use of desktop, laptop, and tablet hardware and software.
• Deliver technical support for agency users across desktop, laptop, and tablet platforms.
• Implement, maintain, test, and administer standardized hardware, software, and network configurations for endpoints.
• Prepare computer equipment for reuse, refresh, or disposal as approved by agency personnel.
• Work on-site in downtown Washington, DC and Cheltenham, MD as requested.
• Participate in a shift team schedule with shifts between 0600 and 1800 hours.
• Provide surge support as needed.
• Travel between client sites as required.

Requirements

• U.S. citizenship is required and a criminal background check must be passed.
• Within 45 days of start, possession of an industry-specific certification such as CompTIA A+, Microsoft Certified Solutions Expert (MCSE), or equivalent.
• Minimum of 2 years of experience administering Windows 10 and Windows 11.
• Experience installing desktops, portable computers, peripherals, and software for local area networks, wide area networks, and standalone environments.
• Ability to detect, diagnose, and resolve desktop and portable computer software and hardware failures.
• Ability to analyze service requests and provide prompt technical solutions.
• Knowledge of trouble-ticketing software, specifically ServiceNow, for opening and closing tickets.
• Excellent communication with customers by telephone, email, Teams, or in person.
• Experience performing software and hardware upgrades and installations across multiple computers configured for desktop, portable, and mobile platforms.
• Ability to coordinate the disassembly and reinstallation of automation equipment for office relocations.
• Proficiency with operating systems, business applications, and computer hardware platforms.
• Effective verbal and written communication with customers, peers, technical staff, and Government employees.
• Experience managing enterprise printing and printer servers.
• Ability to lift up to 50 lbs.
• Valid driver’s license.

Technologies

• ServiceNow
• Windows 10
• Windows 11

Benefits

• Health, dental, and vision insurance
• 401K with company matching
• Flexible spending accounts
• Paid holidays
• Three weeks paid time off

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. If you require an accommodation to navigate or apply for a position on our website, please contact Heaven Wood at [email protected] or 703-488-9377. Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. For more information, visit www.koniag-gs.com.