Information Technology Help Desk Technician

TGS Tuknik Government Solutions , a Koniag Government Services Company, is seeking an experienced Information Technology Help Desk Technician (ITSM Specialist 3) with a Public Trust Clearance to support TGS and our government customer in Baltimore, MD. Monday through Friday, 830am to 5pm. This role may require travel to Falls Church, VA as needed as well as other surrounding customer sites. 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: Provides technical assistance and support for internal customers, both in person and remote, using agency standard software and hardware. Troubleshoot, address and (to the extent possible) rectify software and hardware issues, meeting customer needs to use agency systems and/or maintain connection, usage, or physical set-ups of required hardware and/or software. Essential Duties and Responsibilities include the following (not listed in order of importance; other duties may be assigned): Perform software/hardware customer support and troubleshooting for workstation, laptop, printer, and other similar IT equipment. Provide basic IT troubleshooting. While addressing the situation, keep end-users notified until resolved. If unable to resolve the issue within the same day, apprise management immediately and update the problem tracking system with all actions taken within one hour of the resolution of any issue. Assist staff with user support of installed Microsoft, Adobe, and AutoCAD software applications. Utilize the problem tracking system to document all end user, hardware and software issues encountered. The system is updated in real time and closed out properly upon resolution of issues. Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability. Open a ticket in the problem tracking system for every customer contact and determine and document scope, impact, and priority; resolve, or escalate as appropriate. Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current. Close all tickets only when a problem has been resolved to the customer's satisfaction and all steps to resolve an issue are completely documented in the service tickets. Work Experience, Knowledge, Skills & Abilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. High School Diploma and/or related advanced training. At least 2 years of experience in desktop and computer peripheral installation and assistance. Abilities: Ability to organize, prioritize and meet deadlines Excellent critical thinking skills Strong self-starter requiring minimal supervision Strong problem-solving skills Strong verbal communication to effectively express concepts, plans, and proposal 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 or by calling 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 Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352

Created: 2024-10-29