Service Desk Specialist (REMOTE)

Service Desk SpecialistKoniag Professional Services, LLC a Koniag Government Services company, is seeking a Service Desk Specialist with a Secret security clearance to support KPS and our government customer. The position is remote.Benefits include medical, dental, and vision insurance, 401(k) retirement plan, paid time off, paid parental leave, life and disability insurance, flexible spending accounts, commuter benefits, and tuition reimbursement.Koniag Professional Services LLC seeks multiple Service Desk Specialists (Tier 1) to support daily IT operations for a large federal and DoD-aligned mission environment. These roles resolve advanced Tier 1 incidents, perform detailed triage, follow knowledge base procedures, and ensure high-quality documentation. Level II specialists serve as experienced frontline technicians who can handle more complex customer issues before escalation to Tier 2 or Tier 3.This position plays a key role in ensuring accuracy, responsiveness, and customer satisfaction across the service desk, helping maintain efficient support for thousands of users.Positions are during day within various ranges of 7AM Eastern to 6PM Eastern.Duties & Responsibilities:The Help Desk Specialist (Tier 1) will:Resolve advanced Tier 1 issues, including authentication problems, access requests, application troubleshooting, and configuration questions.Perform comprehensive ticket triage by gathering required details, validating user information, and categorizing issues accurately.Execute knowledge base procedures, SOPs, and troubleshooting workflows to ensure consistent, high-quality support.Escalate incidents to Tier 2/3 teams when issues exceed Tier 1 scope, ensuring complete documentation and clear handoff.Review tickets for accuracy, completeness, and adherence to service desk standards.Assist with SSO/MFA troubleshooting, account unlocks, and user provisioning issues.Support issue identification and trend analysis by tagging incidents and reporting recurring problems.Communicate effectively with users to provide updates, instructions, and guidance.Support the maintenance and enhancement of knowledge base articles and SOPs.Collaborate with Team Leads and Shift Supervisors to manage workload and maintain SLA compliance.Maintain operational awareness of ticket queues, priority incidents, and high-impact events.Qualifications:Clearance Requirement:Must hold an active Secret clearance, supported by a Tier 3 background investigation.Education (Required):High School Diploma or equivalent.Experience (Required)2–4 years of IT help desk or customer support experience.Experience performing advanced Tier 1 support, including troubleshooting, triage, and ticketing operations.Experience documenting incidents accurately and thoroughly in an ITSM tool.Experience modifying and following knowledge base articles or SOPs.Technical Knowledge (Required):Knowledge of user account management, SSO, MFA, and authentication workflows.Familiarity with troubleshooting common workstation, browser, and application issues.Strong understanding of ITSM practices and ticket lifecycle processes.Technical Knowledge (Preferred):Experience supporting secure federal or DoD systems.Exposure to identity management tools or enterprise authentication systems.Familiarity with remote support tools.Certifications:Preferred:CompTIA A+CompTIA Security+ (Required within 60 days of start)Skills:Strong customer service skills with the ability to handle complex Tier 1 issues professionally.Excellent verbal and written communication abilities.Strong attention to detail, especially in documenting incidents and updating tickets.Ability to follow structured troubleshooting steps and SOP-driven workflows.Capability to multitask in a fast-paced, SLA-driven service environment.Our 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 employment.The 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 at View email address on click.appcast.io or by calling View phone number on click.appcast.io to request accommodations.