Tier 1 Help Desk Engineer

Koniag IT Systems LLC, a Koniag Government Services company, is seeking a Tier 1 Help Desk Engineer to support KITS and our government customer in Washington, DC. This is a hybrid opportunity, extended shifts required for 80 hours per two‑week coverage - Onsite in downtown Washington, DC three (3) days per week; Monday through Friday. 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. We are looking for qualified, experienced and self‑motivated individual to perform the duties of a Tier 1 Help Desk Engineer to support a potential future business opportunity located in Washington, DC. The ideal Tier 1 Help Desk Engineer will: Responsibilities Provide frontline Tier I support service requests via ServiceNow ticketing, system, email, phone, and in‑person interactions Efficiently document and manage all service requests using the Service Desk ticketing system Deliver clear, effective communication to ensure successful resolution of customer issues Compile and report regular updates to operations management on common problems, suggesting potential long‑term solutions Accurately triage and elevate complex IT issues to appropriate Tier II, Tier III, and management levels Required to work onsite in downtown Washington, DC three (3) days per week. Be a part of a shift team schedule with shifts falling between 0600–1800 Hours Provide occasional on‑call/special event support Travel between client sites as needed Required Qualifications, Experience, Skills & Abilities US Citizenship is required and pass Criminal Background Check Must be willing to obtain industry specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), or equivalent within 45 days of start Experience in customer service and IT support principles and methods Proficiency with Microsoft Windows 11, Microsoft Office, and Exchange/Outlook Ability to troubleshoot basic computer issues (desktop, laptop, tablet) and triage service requests Strong verbal and written communication skills for interacting with customers, peers, technical staff, and government personnel 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 0-3 years of experience in a similar IT support role Experience with help desk ticketing systems, preferably ServiceNow Jira/Confluence knowledge a plus Knowledge of IT service management best practices Ability to identify and propose process improvements Security Requirement This position requires a Criminal background check. The 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 employment. Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352 Job Details Job Family IT, Cyber Security, Network Systems Job Function Help Desk Support Tech Pay Type Hourly Hiring Min Rate 21.63 USD Hiring Max Rate 36.05 USD #J-18808-Ljbffr Koniag Government Services