Address
Form of workPAC
Job ID 2460013
Pac Arctic, LLC, a Koniag Government Services company, is seeking an experienced Junior Help Desk Support Services Specialist with a Top- Secret Security 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.
The Junior 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:
- Provide effective and consistent customer support to the OIG’s staff.
- Secret Security Clearance
- 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.
- Uses automated information systems to analyze routine situations.
- Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action.
- Resolve problems or contact more senior technical support as necessary.
- Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available.
- Conducts technical research for sources of information required in support of requests for information related to ongoing programs and proposal efforts.
- Maintains network diagrams and circuit records.
- Instructs users in the use of PCs and networks.
- May perform basic PC, PBX, and network software programming.
- Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.
- The Contractor will deliver services that meet established service level agreements (SLA) (Reference section 4.6 of this SOW for SLAs) and customer satisfaction thresholds.
- The contractor shall 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.
- Top Secret Security Clearance required.
The below list is representative and not exhaustive of the support needed both remotely and onsite:
- Account management.
- OIG productivity applications support
- Asset Management
- Conference Room Support
- Email Account management.
- Folder Permissions/troubleshooting
- Hardware provisioning, support, troubleshooting
- Incident and Request triaging
- Walk in support.
- Deskside support
- Remote support
- Executive support
- Mobile device provisioning and support
- Onboarding/Off-boarding
- Personal Identity Verification (PIV) support
- Print/Scan/Fax incident triaging.
- Software provisioning, support, troubleshooting
- Provide reliable and meaningful metrics and dashboards to enable data-driven decision making and create an environment of continuous improvement.
- The Contractor will work with the manager of the Help Desk to provide the OIG with meaningful reports that accurately diagnose the health of OIG’s Help Desk.
- This will include Key Performance Indicators such as: Past due service level agreements (SLA) dates, trending incidents and service requests and total amount of open/closed tickets that can be measured by department, technician and requested timelines.
- Implement industry best practices to maintain or advance OIG’s Help Desk posture.
- The Contractor will deliver services that are aligned with industry-accepted best practices or frameworks (ex. ITIL, ISO, etc.).
- The Contractor shall assist the OIG in recognizing ad hoc occurrences and documenting and institutionalizing them into repeatable processes that can be measured and improved.
- Improve current “pain points” within the OIG Help Desk:
- Customers indicate different technicians respond and/or resolve things in different ways.
- The knowledge base and the information are often outdated or lacking procedures.
- Lack of technician training guide for newly onboarded contractors.
- Customers often contact the Help Desk due to lengthy resolution times and/or updates.
- Executive tickets need to be handled within the SLA.
- High ticket count with many overdue/late tickets
- Updating and maintaining IT inventory must be balanced across all technicians that handle IT assets.
- Provide support in OIG enterprise Desktop and thin client 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, directory & network services, and Windows Desktop applications; knowledgeable in Office 365, Windows 10, Teams, 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 bi-annual 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 users’ devices).
- Capable of lifting (up to 50 pounds but not limited) and moving basic computers, monitors, printers, and other IT peripherals.
- Capable of working standard and off duty hours as required to support and sustain OIG IT functions.
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 accommodation to navigate or to apply for a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodation.
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.
Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352
