Service Desk Support

Koniag Information Technology Services (KITS) a Koniag Government Services company is seeking a Service Desk Support specialist with a Secret Clearance to support KITS and our government customer in Huntsville AL. This position requires on-site presence in Huntsville 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 Service Desk Support specialist will operate within a state-of-the-art service desk environment providing comprehensive technical assistance to AMC personnel across Classified Unclassified and DREN environments. This on-site role will provide mission-critical technical assistance for Army Materiel Commands (AMC) Global Information Technology Operations Center (GITOC) Unified Communications (UC) and mission IT systems. The ideal candidate will have experience working in an ITIL framework environment and providing support across multiple network environments. Essential Functions Responsibilities & Duties may include but are not limited to:Principal responsibilities will include but are not limited to:Provide first-level technical support for AMCs GITOC UC and mission IT systemsUse the AMC G-6 IT Service Management (ITSM) system to manage support ticketsLog track and resolve issues received through multiple channels (email phone tickets in-person)Categorize and prioritize incidents according to AMC G-6s priority matrixAssist with scheduling and usage of UC-enabled conference and meeting roomsSupport UC event scheduling and provide remote assistance for first-call resolutionAdhere to established Service Level Agreements (SLAs) for issue resolutionProvide technical support to HQ AMCs Top Six leadership when assignedPerform incident triage for AMC-managed applications and escalate as appropriateAssist users with AMC-specific IT systems and provide guidance on optimal settingsMaintain accurate and detailed ticket informationFollow established UC mission IT and GITOC policies and processesContribute to knowledge documentation by documenting solutions to common problemsApply troubleshooting methodologies to resolve technical issues efficientlyCommunicate status updates to users throughout the resolution processEscalate complex issues to appropriate technical teams when necessaryEducation and Experience:Required:Associates degree in Information Technology Computer Science or related field; or equivalent combination of education and experience1 years of experience in IT service desk or technical support roleExperience with ITSM tools and ticket management systemsFamiliarity with ITIL processes and frameworksRequired Skills and Competencies:Understanding of ITIL V4 framework and service desk processesExperience with incident request and problem managementKnowledge of service desk operations and best practicesStrong customer service orientation and communication skillsAbility to troubleshoot hardware and software issuesExperience documenting technical issues and resolutionsFamiliarity with conferencing and collaboration technologiesBasic understanding of network environments (knowledge of classified environments preferred)Ability to prioritize and manage multiple requests simultaneouslyExperience meeting Service Level Agreements (SLAs)Attention to detail and accurate record-keeping skillsAbility to communicate technical information to non-technical usersProblem-solving skills and critical thinking abilitiesKnowledge of standard office productivity softwareAbility to obtain and maintain required security clearancesWillingness to work on-site in Huntsville AlabamaDesired Skills and Competencies:ITIL V4 Foundation certificationCompTIA A certificationExperience working with Department of Defense or Army IT systemsFamiliarity with Unified Communications platforms and technologiesExperience supporting VIP or executive-level usersKnowledge of AMC-specific IT systems and applicationsExperience working in classified environmentsFamiliarity with remote support tools and techniquesUnderstanding of IT security best practicesKnowledge of conference room scheduling systemsExperience providing technical support in a military environmentFamiliarity with common network connectivity issues and resolutionsUnderstanding of basic audio/visual system troubleshootingExperience with account management and access provisioningBasic knowledge of IT asset management practicesClearance Requirement:Secret security clearanceOur Equal Employment Opportunity PolicyThe company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race color religion creed ethnicity sex sexual orientation gender or gender identity (except where gender is a bona fide occupational qualification) national origin or ancestry age disability citizenship military/veteran status marital status genetic information or any other characteristic protected by applicable federal state or local 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 company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website please get in touch with Heaven Wood via e-mail by calling to request 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 Opportunity Employer/Veterans/ Preference in accordance with Public Law 88-352