Tier 1 Help Desk Engineer

About the Role

Koniag IT Systems LLC, a Koniag Government Services company, is seeking a self-motivated Tier 1 Help Desk Engineer to support KITS and its government customer in downtown Washington, DC. This is a hybrid opportunity requiring extended shifts for 80 hours per two-week coverage.

Work Schedule & Location

• Primary Shift: 6:00 AM – 2:30 PM, Monday through Friday.
• Overall service desk coverage runs 6:00 AM – 6:00 PM; 80 hours per two-week pay period.
• Onsite Expectation: Downtown Washington, DC, at least four (4) days per week, with up to one (1) day of telework.
• Flexibility: Occasional after-hours on-call, special event support, and local travel between client sites as needed.

Key Responsibilities

• Deliver frontline Tier 1 technical support via ServiceNow, email, phone, and in-person desk-side interactions.
• Log, manage, prioritize, and thoroughly document all incident and service request tickets from creation to resolution.
• Accurately triage and escalate complex technical issues to Tier 2, Tier 3, or engineering teams in accordance with defined SLAs.
• Provide clear, professional communication and end-user guidance (formal and informal) to ensure swift issue resolution.
• Monitor critical operations, compile support trend reports for management, and propose proactive long-term solutions.

Requirements & Tech Stack

• U.S. Citizenship is required.
• High School Diploma or GED.
• Ability and willingness to obtain an industry-recognized certification (such as CompTIA A+, Network+, Security+, or Microsoft 365 Certified) within 45 days of the start date.
• Proficiency in troubleshooting Windows 11, Microsoft 365 / Office Suite, Exchange/Outlook, and mobile devices (iOS/Android).
• Hands-on ability to diagnose and resolve basic hardware/peripheral issues across laptops, desktops, docks, and tablets.
• Strong written and verbal communication skills suitable for direct customer support, executive staff, and government personnel.
• Proven ability to multitask and thrive in a high-volume, SLA-driven customer support environment.
• Experience in customer service and IT support principles and methods.
• Ability to troubleshoot basic computer issues (desktop, laptop, tablet) and triage service requests.
• Capability to provide both formal and informal training to customers.
• Ability to work in a fast-paced environment, providing continuous support and critical operations monitoring.

Preferred Qualifications

• Hands-on experience with ServiceNow (or similar enterprise ticketing systems).
• Familiarity with ITIL or IT service management (ITSM) best practices.
• Ability to identify and propose process improvements.

Security Requirement

• This position requires a Criminal Background Check.