IT Operations and Support Specialist

Company: Koniag, Inc
Location: Chantilly
Posted on: September 21, 2022

Job Description:

Eagle Harbor Solutions (EHS), a Koniag Government Services company, is seeking a IT Operations and Support Specialist with a Secret Clearance to support EHS and our government customer. This is a remote opportunity. 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. Essential Functions, Responsibilities & Duties may include, but are not limited to: Coordinate with project team members to provide technical support to the contractor development team and the Department of State customer that includes a user base of 200+ sites around the world. Assist in preparing documentation for the ADG suite of applications to support the Department of State. Create and maintain technical documentation including Knowledge Base articles & FAQs. Consult with participants, overseas missions, and other Department offices about application requirements. Troubleshoot issues reported by users in the field with varying levels of detail and communicate with users diplomatically when report details are not clear. Work within the Support and Development teams to test potential solutions to issues reported by users and communication those solutions back to the users clearly. Assist with quality assurance testing when necessary. Conduct User Administration for ADG applications and support tools used by the ADG team. Report to senior management regarding Support Desk best practices, processes, metrics, and ongoing service request Assist Deployment & Support Technical Program Manager with additional strategic efforts as needed Occasional travel to support on-site DOS locations may be required (est. 2 weeks per year) Work Experience, Knowledge, Skills & Abilities: Bachelor's Degree Secret Clearance At least 2 years of experience working within a service desk supporting a federal customer Experience with ServiceNow ITSM and managing global, 24/7 ticket queues and help desk Extensive knowledge of cloud platforms, including Microsoft Azure, Amazon Web Services, and/or Google Cloud Services Extensive knowledge of cloud productivity suites, including Microsoft's Office 365 and Google G-Suite. The ability to communicate technical as well as non-technical information clearly, both orally and in writing to both technical and non-technical audiences. Extensive experience with logistical support, recovery planning, and implementation. Extensive experience with and SharePoint online. Experience using PC workstation operations in a Microsoft Office environment including MS Edge, MS Word, Excel, Outlook, PowerPoint Experience using MS Teams (or equivalent video sharing tools) Desired Skills & Experience: Experience specifically with US Department of State software development projects Hands-on experience with Microsoft Azure administration Significant working knowledge of MS Teams & Teams sites 2+ years of hands-on experience with ITSM ServiceNow Soft skills that make a successful Service Desk employee, including: Strong communication skills - written and verbal Technically savvy - ability to quickly learn our ADG Suite of applications Adaptability - willingness to learn new applications as we continue to expand Diligent - good at following up and closing tickets Working Environment & Conditions This job operates in a professional office environment and has a noise level of mostly low to moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The 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 hear. The workload may require the incumbent to sit for extended periods of time. The incumbent must be able to read, do simple math calculations and withstand moderate amounts of stress. The incumbent must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus. 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 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 accommodations. 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 Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352

Keywords: Koniag, Inc, Chantilly , IT Operations and Support Specialist, Other , Chantilly, Virginia