Service Desk Analyst

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 Trust.

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.

Koniag 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 channels.
• Log, 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 lifecycle.
• Perform 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 assistance.
• Assist end users with account management tasks, including password resets, account unlocks, and access provisioning and de-provisioning requests in accordance with organizational security policies.
• Escalate 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 escalation.
• Follow established standard operating procedures, knowledge base articles, and troubleshooting runbooks to diagnose and resolve common technical issues consistently and efficiently.
• Contribute to the service desk knowledge base by documenting newly encountered issues, resolution steps, and workarounds for review and publication by the knowledge management team.
• Monitor 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 tickets.
• Support the onboarding and offboarding of end users, including equipment setup and configuration, account provisioning, and equipment retrieval and decommissioning activities.
• Assist with the deployment, imaging, and configuration of end-user devices, including desktops, laptops, and peripherals, in accordance with organizational standards and build specifications.
• Maintain accurate records of hardware and software assets within the ServiceNow CMDB and asset management module, supporting lifecycle tracking and inventory management activities.
• Communicate clearly and professionally with end users regarding ticket status, expected resolution timelines, and any required actions or information needed to progress resolution.
• Participate in team meetings, training sessions, and knowledge sharing activities to continuously develop technical skills and stay current with supported technologies and organizational procedures.
• Adhere to all organizational IT security policies, acceptable use standards, and compliance requirements in the performance of all support activities.

Education and Experience: Required:

• High school diploma or GED equivalent required; Associate's or Bachelor's 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 role.
• Demonstrated experience using an ITSM ticketing platform, with hands-on experience in ServiceNow preferred.
• Familiarity with Microsoft Windows operating systems, Microsoft 365 applications, and common enterprise desktop environments.

Desired:

• CompTIA A+ certification or equivalent entry-level IT support certification.
• Experience supporting end users in a federal government or regulated IT environment.

Required 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 levels.
• Hands-on experience with the ServiceNow platform for incident logging, ticket management, and service request fulfillment, including accurate and thorough documentation of all support activities.
• Working knowledge of Microsoft Windows 10/11 operating systems, Microsoft 365 applications (including Outlook, Teams, Word, Excel, and SharePoint), and common enterprise productivity tools.
• Ability to perform Tier 1 troubleshooting and resolution of hardware, software, network connectivity, account management, and peripheral support issues in a timely and effective manner.
• Familiarity with Active Directory and Azure Active Directory for user account management tasks, including password resets, account unlocks, and basic access provisioning.
• Knowledge of IT security best practices and the ability to adhere to and enforce organizational security policies in the performance of end-user support activities.
• Strong verbal and written communication skills in English, with the ability to explain technical concepts and resolution steps clearly and professionally to non-technical end users.
• Ability to prioritize and manage multiple open tickets and support requests simultaneously while maintaining accuracy, attention to detail, and adherence to defined SLA targets.
• Demonstrated ability to follow established procedures, knowledge base articles, and troubleshooting runbooks to deliver consistent and high-quality support outcomes.
• Strong interpersonal skills and the ability to work effectively as part of a collaborative on-site service desk team.
• Ability to obtain a Public Trust Clearance.

Desired Skills and Competencies:

• CompTIA A+, CompTIA IT Fundamentals (ITF+), or Microsoft 365 Fundamentals (MS-900) certification or equivalent entry-level IT certification.
• ITIL Foundation certification or demonstrated familiarity with ITIL-based incident and service request management concepts.
• Experience supporting end users in a federal government IT environment, including familiarity with government security policies and acceptable use standards.
• Familiarity with remote desktop and remote support tools for assisting end users with software and configuration issues.
• Basic knowledge of networking concepts, including TCP/IP, DNS, DHCP, and VPN connectivity, as they relate to end-user troubleshooting scenarios.
• Experience supporting the imaging, deployment, and configuration of end-user devices using enterprise deployment tools such as Microsoft SCCM, Intune, or equivalent platforms.
• Familiarity with ServiceNow self-service portal administration and knowledge base contribution processes.
• HDI Support Center Analyst (HDI-SCA) certification or equivalent service desk professional certification.

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, 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.

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