Tier 1 Help Desk with Security Clearance
Company: Koniag Government Services
Location: Baltimore
Posted on: April 19, 2024
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Job Description:
TGS Job ID 2390216 Help Desk Tuknik Government Services, LLC
(TGS) is 8(a) certified company providing leading edge enterprise
IT solutions and professional services to Defense and Civilian
government agencies, including DOD, FBI, Department of Interior,
Department of Agriculture, and Defense Health AgencyTGS helps
clients meet their performance objectives by delivering a vast
array of services ranging from large and complex IT and business
services to highly specialized work place systemsTGS delivers
mission-enabling IT solutions, application development and support,
network/security operation center (NOC/SOC) support, call center
support, data center services, network management and
modernization, enterprise solutions, operations management,
professional services, CIO services, and telecommunicationsWe 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 morePosition Overview: Call Center environment,
providing detailed call/problem documentation of reported incidents
utilizing the Change, Asset and Problem Reporting System
(CAPRS)Problem reporting in the CAPRS is required in both real-time
voice and emergency notificationsThe candidate will function as a
Customer Service Representative (CSR)The candidate identifies and
reports on a wide variety of hardware, software, mainframe access
and print problem determination/escalationAll employees are
considered mission critical and are expected to report even during
inclement weather conditionsEssential Functions, Responsibilities &
Duties may include, but are not limited to:--- The Initial Call
Intake function, normally performed by the Customer Service
Representative (CSR), provides detailed interaction/incident
documentation of reported problems utilizing the incident
management systemDocumentation in the incident management system is
required for both real-time voice and virtual reported problems.---
The contractor documents and provides problem analysis and
resolution on a wide variety of hardware, software, video,
mainframe, and network problems.--- Additionally, the contractor
dispatches all vendor hardware maintenance requests, following
priority levels as defined in the Standard Operating Procedure
(SOP).--- Customer Service Representatives also utilize operational
communications systems within the Service Center to communicate
real-time events to management and customers as requiredThe
contractor shall:--- Utilize email, instant messaging, and other
monitoring tools to remain aware of current issues affecting
widespread availability.--- Respond to customer calls concerning
general inquiries, providing "how to" assistance for specific
problems--- Accept and process virtual call inquires for hardware
and software,--- Open a call ticket for every customer contact and
determine and document scope, impact, and priority; resolve, or
escalate to incident (level-2).--- Follow-up with customers,
vendors, or SSA components, as required, to resolve problems and
ensure ticket updates are current.--- Close all tickets only when a
problem has been resolved to the customer's satisfaction and all
steps to resolve an issue are completely documented in the service
tickets.--- Create a report detailing all open, severity-1 issues
encountered up until the time of the report creation and submit to
the designated distribution list.--- Gather information and follow
required diagnostic procedures.--- Adhere to the Standard Operating
Procedures (SOP)Requirements Education:--- The candidate must hold
at least one of the following certifications: HDI Customer Service
Representative, HDI Desktop Support Technician or an A+
certification.--- Candidates supporting this function shall have a
minimum of one year experience serving in a help desk role and
experience with Windows Operating System workstation/server,
Microsoft Systems Management Server (SMS), Microsoft
Exchange/Outlook, client/server applications, Transmission Control
Protocol/Internet Protocol (TCP/IP), very high speed Backbone
Network Service (vBNS), Multi-Protocol Label Switching (MPLS),
VoIP, and Cisco routersOffice Location and Travel: Durham, NC or
Baltimore, MD Working Environment & Conditions This job operates in
a professional office environment and has a noise level of mostly
low to moderateThis role routinely uses standard office equipment
such as computers, phones, photocopiers, filing cabinets and fax
machinesThis position is primarily indoors, consistent with a
standard office position and has a noise level of mostly low to
moderateThe incumbent is required to stand; walk; sit; use hands to
finger, handle, or feel objects, tools, or controls; reach with
hands and arms; talk and hearThe workload may require the incumbent
to sit for extended periods of timeThe incumbent must be able to
read, do simple math calculations and withstand moderate amounts of
stressThe incumbent must occasionally lift and/or move up to 25
lbsSpecific vision abilities required by the job include close
vision, distance vision, color vision, depth perception, and the
ability to adjust focusOur Equal Employment Opportunity Policy The
company is an equal opportunity employerThe 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 lawWe are committed to equal employment opportunity in
all decisions related to employment, promotion, wages, benefits and
all other privileges, terms and conditions of employmentThe company
is dedicated to seeking all qualified applicantsIf you require an
accommodation to navigate or to apply to a position on our website,
please contact Heaven Wood via e-mail at or by calling 703-488-9377
to request accommodationsKoniag 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
AgenciesAs 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 solutionsKGS enables successful mission outcomes for
our customers through solution-oriented business partnerships and a
commitment to exceptional service deliveryWe ensure long-term
success with a continuous improvement approach while balancing the
collective interests of our customers, employees, and native
communitiesFor more information, please visit www.koniag-gs.com EOE
Minorities/Female/Protected Veterans/DisabledShareholder Preference
in accordance with Public Law 88-352 #LI-DM1
Keywords: Koniag Government Services, Severn , Tier 1 Help Desk with Security Clearance, Other , Baltimore, Maryland
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