Service Desk Specialist

Koniag Government Services

. Resolve advanced Tier 1 issues, including authentication problems, access requests, application troubleshooting, and configuration questions .

Posted 10/24/2026full-timeRemote • Virginia • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in advanced Tier 1 support, including troubleshooting, ticket triage, and user account management, while maintaining strong communication and documentation practices. Proficient in SSO, MFA, and ITSM processes to ensure effective incident resolution and service delivery.

Highest-signal resume keywords

Advanced Tier 1 SupportITSM Tool DocumentationSSO/MFA TroubleshootingCompTIA Security+ CertificationCustomer Service Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingTicket TriageUser Account ManagementKnowledge Base ProceduresSOP ComplianceIncident DocumentationApplication TroubleshootingConfiguration QuestionsAccess RequestsMultitasking

Soft Skills

Attention to DetailVerbal CommunicationWritten CommunicationUser GuidanceCollaboration

Tools & Technologies

ITSM ToolsKnowledge Base SystemsSOPs

Certifications & Qualifications

CompTIA Security+Active Secret Security Clearance

Industry Keywords

Federal EnvironmentDoD-aligned MissionService Desk StandardsSLA ComplianceIncident Lifecycle

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

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
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 with users to provide updates, instructions, and guidance
Support 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
Support daily IT operations for a large federal and DoD-aligned mission environment

Requirements

What you’ll need

Active Secret security clearance supported by a Tier 3 background investigation
High School Diploma or equivalent
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
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
CompTIA Security+ required within 60 days of start
Strong customer service skills
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

Benefits

Comp & perks

Medical, dental, and vision insurance
401(k) retirement plan
Paid time off
Paid parental leave
Life and disability insurance
Flexible spending accounts
Commuter benefits
Tuition reimbursement