Technical Support Specialist

2 weeks ago

Silver Spring, Maryland, United States Koniag Government Services Full time

Job Overview

Koniag Government Services is seeking a skilled Technical Support Specialist to provide assistance to our government clients.

We offer a competitive salary and an exceptional benefits package that includes health, dental, and vision coverage, a 401K plan with company contributions, flexible spending accounts, paid holidays, and three weeks of paid time off, among other perks.


Work Schedule:

Core hours are Monday through Friday.


Key Responsibilities:

The Technical Support Specialist will be responsible for:

  • Providing Tier I and Tier II technical support during standard business hours, excluding holidays.
  • Managing incidents, problems, and requests in accordance with ITIL best practices.
  • Utilizing the ServiceNow ticketing system for tracking and resolution.
  • Delivering End User Development (EUD) support and resolving incidents both remotely and in-person.
  • Setting up and connecting desktops, laptops, and peripherals to the network, including reformatting infected systems and installing software.
  • Repairing desktops, laptops, printers, and other authorized devices.
  • Identifying necessary repair parts and recommending sources for procurement.
  • Imaging new computers with the approved operating system and ensuring compliance with security patches.
  • Backing up user data prior to equipment servicing to prevent data loss.
  • Providing support for network printers and Multifunction Devices (MFDs), ensuring proper configuration.
  • Installing software, including operating systems and essential applications.
  • Troubleshooting issues related to O365, email, mobile devices, and user accounts.
  • Setting up and supporting video teleconferencing (VTC) events.
  • Reviewing past incidents to identify trends and suggesting improvements to the management team.
  • Collaborating with the Cybersecurity team to ensure compliance with security protocols.
  • Submitting monthly status reports on work activities.
  • Performing additional duties as assigned.

Qualifications:

Applicants must meet the following criteria:

  • Possess a Secret level clearance.
  • Hold a high school diploma or GED.
  • Have a Security+ CE certification.
  • Complete training in Windows 10 or later operating systems.
  • Have a minimum of 3 years of experience in troubleshooting Windows desktops and MFDs.
  • Familiarity with DOD policies and security requirements.
  • Exhibit strong communication skills in a high-pressure environment.

Skills and Abilities:

Successful candidates will demonstrate:

  • U.S. citizenship and the ability to pass a background investigation.
  • 3+ years of relevant experience preferred.
  • Strong analytical and problem-solving capabilities.
  • Adaptability to a fast-paced and changing work environment.
  • A positive attitude and commitment to delivering high-quality work.
  • Excellent verbal and written communication skills.
  • Self-organization and the ability to prioritize tasks effectively.
  • Proficiency in MS Office Suite (Word, Excel, PowerPoint).
  • Security+ or equivalent certification.

Work Environment:

This position is based in a professional office setting with a low to moderate noise level. The role involves routine use of standard office equipment such as computers, phones, and photocopiers.

The incumbent will be required to stand, walk, sit, and use hands for various tasks. The workload may necessitate prolonged periods of sitting, and the ability to read and perform basic calculations is essential. The role may involve lifting or moving items up to 25 lbs.

Specific vision requirements include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.


Equal Employment Opportunity:

Koniag Government Services is an equal opportunity employer. We do not discriminate against any employee or applicant based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military status, marital status, genetic information, or any other protected status.

We are committed to equal employment opportunities in all aspects of employment, including hiring, promotion, compensation, and benefits.

For more information about our company and our commitment to our employees and the communities we serve, please visit our website.

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