Service Desk Analyst

Koniag IT Systems LLC a Koniag Government Services company is seeking a Service Desk Analyst to support KITS and our government customer in Washington DC. This position requires the candidate to be able to obtain a Public 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 IT Systems a Koniag Government Services company is seeking a customer-focused and technically proficient Service Desk Analyst to provide Tier 1 technical support within an on-site service desk environment. The ideal candidate is a motivated and personable IT professional with a strong commitment to delivering exceptional customer service a solid foundation in desktop and end-user computing support and hands-on experience working within the ServiceNow platform. This individual will serve as the first point of contact for end users experiencing technical issues playing a critical role in ensuring timely and effective resolution of incidents and service requests while maintaining accurate and complete ITSM records. The Service Desk Analyst will serve as the primary Tier 1 point of contact for end users seeking technical assistance providing on-site support for a broad range of hardware software connectivity and account management issues. This individual will be responsible for logging triaging and resolving incidents and service requests within ServiceNow escalating complex issues to Tier 2 and Tier 3 support teams as appropriate and delivering a consistently positive and professional support experience to all end users. Principal responsibilities will include but are not limited to:Serve as the first point of contact for end users seeking technical support providing courteous professional and timely assistance via walk-up phone email and ticketing categorize prioritize and manage all incoming incidents and service requests within the ServiceNow platform ensuring that ticket records are accurate complete and updated throughout the support Tier 1 troubleshooting and resolution of a wide range of end-user technical issues including hardware and peripheral problems operating system and application errors network connectivity issues printer and peripheral support and mobile device end users with account management tasks including password resets account unlocks and access provisioning and de-provisioning requests in accordance with organizational security incidents and service requests that cannot be resolved at Tier 1 to appropriate Tier 2 or Tier 3 support teams ensuring that all relevant diagnostic information and troubleshooting steps are thoroughly documented within the ServiceNow ticket prior to established standard operating procedures knowledge base articles and troubleshooting runbooks to diagnose and resolve common technical issues consistently and to the service desk knowledge base by documenting newly encountered issues resolution steps and workarounds for review and publication by the knowledge management the ServiceNow ticket queue to ensure that open incidents and service requests are being addressed within defined SLA timeframes proactively following up with end users and support teams on aging or unresolved the onboarding and offboarding of end users including equipment setup and configuration account provisioning and equipment retrieval and decommissioning with the deployment imaging and configuration of end-user devices including desktops laptops and peripherals in accordance with organizational standards and build accurate records of hardware and software assets within the ServiceNow CMDB and asset management module supporting lifecycle tracking and inventory management clearly and professionally with end users regarding ticket status expected resolution timelines and any required actions or information needed to progress in team meetings training sessions and knowledge sharing activities to continuously develop technical skills and stay current with supported technologies and organizational to all organizational IT security policies acceptable use standards and compliance requirements in the performance of all support and Experience:Required:High school diploma or GED equivalent required; Associates or Bachelors degree in Information Technology Computer Science or a related field from an accredited college or university preferred.1 years of experience in an IT service desk help desk or end-user technical support experience using an ITSM ticketing platform with hands-on experience in ServiceNow with Microsoft Windows operating systems Microsoft 365 applications and common enterprise desktop :CompTIA A certification or equivalent entry-level IT support supporting end users in a federal government or regulated IT Skills and Competencies:Strong customer service orientation with the ability to deliver professional empathetic and effective technical support to end users of varying technical proficiency -on experience with the ServiceNow platform for incident logging ticket management and service request fulfillment including accurate and thorough documentation of all support knowledge of Microsoft Windows 10/11 operating systems Microsoft 365 applications (including Outlook Teams Word Excel and SharePoint) and common enterprise productivity to perform Tier 1 troubleshooting and resolution of hardware software network connectivity account management and peripheral support issues in a timely and effective with Active Directory and Azure Active Directory for user account management tasks including password resets account unlocks and basic access of IT security best practices and the ability to adhere to and enforce organizational security policies in the performance of end-user support verbal and written communication skills in English with the ability to explain technical concepts and resolution steps clearly and professionally to non-technical end to prioritize and manage multiple open tickets and support requests simultaneously while maintaining accuracy attention to detail and adherence to defined SLA ability to follow established procedures knowledge base articles and troubleshooting runbooks to deliver consistent and high-quality support interpersonal skills and the ability to work effectively as part of a collaborative on-site service desk to obtain a Public Trust Skills and Competencies:CompTIA A CompTIA IT Fundamentals (ITF) or Microsoft 365 Fundamentals (MS-900) certification or equivalent entry-level IT Foundation certification or demonstrated familiarity with ITIL-based incident and service request management supporting end users in a federal government IT environment including familiarity with government security policies and acceptable use with remote desktop and remote support tools for assisting end users with software and configuration knowledge of networking concepts including TCP/IP DNS DHCP and VPN connectivity as they relate to end-user troubleshooting supporting the imaging deployment and configuration of end-user devices using enterprise deployment tools such as Microsoft SCCM Intune or equivalent with ServiceNow self-service portal administration and knowledge base contribution Support Center Analyst (HDI-SCA) certification or equivalent service desk professional 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