Job description
Pac Arctic LLC, a Koniag Government Services company, is seeking an experienced Senior Help Desk Support Services Specialist- Team Lead with a Secret Clearance to support PAC and our Government customer in Arlington, VA.
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.
Job Overview:
The Senior Help Desk Support Services Specialist will provide help desk and end-user desktop services for an office of approximately 500 IT users operating in both an unclassified and classified environment domestically and overseas and provide highly reliable, effective, timely and secure network support and services with minimal disruption to services and customers.
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.
Job Overview:
The Senior Help Desk Support Services Specialist will provide help desk and end-user desktop services for an office of approximately 500 IT users operating in both an unclassified and classified environment domestically and overseas and provide highly reliable, effective, timely and secure network support and services with minimal disruption to services and customers.
Essential Functions, Responsibilities & Duties may include, but are not limited to:
- 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.
- Provide 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
- Provide 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.
- Obtain 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.
- Deploy and manage 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).
- Deploy and manage locally attached or network printers, storage devices, and miscellaneous government-owned peripherals.
- Support 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.
- Provide asset provisioning, configuration, deployment, tracking, warranty management, tagging, refresh, and disposal management.
- Maintain, and implement where necessary, a highly accurate, maintained asset inventory, end-to-end asset management process, and accessible information database with automated, on-demand management reporting.
- Perform 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.
- Provide assistance in leading IT projects and provide status reports on progress.
- Assist 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 user’s devices).
Work Experience, Knowledge, Skills & Abilities:
- High School plus specialized training, and 5 - 6 yrs. 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 Secret Clearance, capable of obtaining 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).
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 an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag.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
EOE Minorities/Female/Protected Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352
jackharris.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, jackharris.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, jackharris.com is the ideal place to find your next job.