Koniag Information Technology Services (KITS), a Koniag Government Services company, is seeking a Service Desk Support specialist to support our Army customer in Huntsville, Alabama. This position requires on-site presence in Huntsville, Alabama.
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.
The 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 Command's (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.
Principal responsibilities will include but are not limited to:
Provide first-level technical support for AMC's GITOC, UC, and mission IT systems
Use the AMC G-6 IT Service Management (ITSM) system to manage support tickets
Log, track, and resolve issues received through multiple channels (email, phone, tickets, in-person)
Categorize and prioritize incidents according to AMC G-6's priority matrix
Assist with scheduling and usage of UC-enabled conference and meeting rooms
Support UC event scheduling and provide remote assistance for first-call resolution
Adhere to established Service Level Agreements (SLAs) for issue resolution
Provide technical support to HQ AMC's "Top Six" leadership when assigned
Perform incident triage for AMC-managed applications and escalate as appropriate
Assist users with AMC-specific IT systems and provide guidance on optimal settings
Maintain accurate and detailed ticket information
Follow established UC, mission IT, and GITOC policies and processes
Contribute to knowledge documentation by documenting solutions to common problems
Apply troubleshooting methodologies to resolve technical issues efficiently
Communicate status updates to users throughout the resolution process
Escalate complex issues to appropriate technical teams when necessary
Education and Experience:
Required:
Associate's degree in Information Technology, Computer Science, or related field; or equivalent combination of education and experience
1+ years of experience in IT service desk or technical support role
Experience with ITSM tools and ticket management systems
Familiarity with ITIL processes and frameworks
Required Skills and Competencies:
Understanding of ITIL V4 framework and service desk processes
Experience with incident, request, and problem management
Knowledge of service desk operations and best practices
Strong customer service orientation and communication skills
Ability to troubleshoot hardware and software issues
Experience documenting technical issues and resolutions
Familiarity with conferencing and collaboration technologies
Basic understanding of network environments (knowledge of classified environments preferred)
Ability to prioritize and manage multiple requests simultaneously
Experience meeting Service Level Agreements (SLAs)
Attention to detail and accurate record-keeping skills
Ability to communicate technical information to non-technical users
Problem-solving skills and critical thinking abilities
Knowledge of standard office productivity software
Ability to obtain and maintain required security clearances
Willingness to work on-site in Huntsville, Alabama
Desired Skills and Competencies:
ITIL V4 Foundation certification
CompTIA A+ certification
Experience working with Department of Defense or Army IT systems
Familiarity with Unified Communications platforms and technologies
Experience supporting VIP or executive-level users
Knowledge of AMC-specific IT systems and applications
Experience working in classified environments
Familiarity with remote support tools and techniques
Understanding of IT security best practices
Knowledge of conference room scheduling systems
Experience providing technical support in a military environment
Familiarity with common network connectivity issues and resolutions
Understanding of basic audio/visual system troubleshooting
Experience with account management and access provisioning
Basic knowledge of IT asset management practices
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, sex, sexual orientation, gender, or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information, or any other factor protected by 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 accommodation to navigate or to apply for a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodation.
Koniag 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 visit www.koniag-gs.com .
Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352
Job Details
Job Family Client Techncial Support and Training
Job Function Technical IT Support Specialist
Pay Type Salary
