Koniag Data Solutions, LLC
SME Computer User Support
Koniag Data Solutions, LLC, Washington, District of Columbia, us, 20022
KDS
Job ID 2425305
KGS is seeking qualified candidates for our open positions, but we will only extend an offer of employment after a candidate applies through the link in our job posting. If you receive a job offer via email only and have not been interviewed by the KGS hiring manager, feel free to contact KGSrecruiting@koniag-gs.com to verify its validity.
Koniag Data Solutions, LLC (KDS),
a Koniag Government Services company, is seeking an experienced highly qualified professional SME Computer User Support Specialist to support KDS, and our Department of Housing and Urban Development (HUD)/Office of the Chief Information Officer (OCIO)/Infrastructure and Operations Office (IOO) Government Customer. This opportunity offers the chance to work with some of the best and brightest minds in the HUD and US Industries in Washington, DC.
This is a Hybrid opportunity.
The SME Computer User Support Specialist is an integral component supporting our HUD client's IT Modernization effort to provide a single Operations & Maintenance (O&M) consolidated support services of (1) data storage facilities, (2) hardware/software, and (3) cloud services providers. This position is in a team environment and involves collaboration with and supporting other team members, contractors, and HUD internal and external users. This position provides technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. The ideal candidate is a team player with proven experience as a SME Computer User Support Specialist. Below are the qualifications for this role.
Essential Functions, Responsibilities & Duties may include, and are not limited to: Region 4 Field Staff Tech Manager: Tech managers provide technical support to the HUD Regional Office as well as the field offices within the region and provide hands support for other organizations on the EUS program. Onsite support is provided at the Atlanta Regional Office, which is also a Home Ownership Center (HOC) office and remote support for users located at other field offices within the region. Technical support consists of prepping and setting up computer hardware/peripherals for new users, working assigned Service Desk ticket queues for hardware/software issues. Techs responsible for ensuring systems have the latest image and systems are receiving currently deployed software patches/updates. Tech managers work directly with HUD Information Technology Directors and local HUD IT offices. Provides support for projects such as Tech Refresh, Domain Consolidation, and Server migration with activities ranging from performing installs/upgrades (software and/or hardware) to providing additional end-user training. There is day-to-day communication with the HUD Region 4 IT Director. Tier II (HUD Headquarters (HHQ)) Support Staff: Technicians are responsible for providing onsite support to 3000+ users at HHQ. Technical support consists of prepping and setting up computer hardware/peripherals for new users; working assigned Service Desk ticket queues for hardware/software issues users have with regards to HUD issued laptop, monitors, keyboard mice, docking station and assist with potential software issues/questions. Techs responsible for ensuring systems have the latest image and systems are receiving currently deployed software patches/updates. Address network printing issues and user network connectivity. Work Adhoc assignments as required. Also, provide hands on support for other EUS organizations. Region 10 Field Staff Tech Manager: Tech managers provide technical support to the HUD Regional Office as well as the field offices within the region and provide hands support for other organizations on the EUS program. Onsite support is provided at the Seattle Regional Office and remote support for users located at other field offices within the region. Technical support consists of prepping and setting up computer hardware/peripherals for new users, working assigned Service Desk ticket queues for hardware/software issues. Techs responsible for ensuring systems have the latest image and systems are receiving currently deployed software patches/updates. Tech managers work directly with HUD Information Technology Directors and local HUD IT offices. Provides support for projects such as Tech Refresh, Domain Consolidation, and Server migration with activities ranging from performing installs/upgrades (software and/or hardware) to providing additional end-user training. There is day-to-day communication with the HUD Region 10 IT Director. Perform other O&M duties as assigned, as applicable:
Enterprise Application Services support Cabling Requirements support Shipping support Media Sanitization support Migration Services support Mobile Device Management (MDM) Services support Shared Service and Help Desk Services support, such as:
Provide Tier Zero (0), One (1), Two (2), and Three (3) Shared Service and Help Desk Services Support for the OGC eDiscovery and IOO (on-premises and cloud) hybrid operational environments, portfolio of IT capabilities and investments, end-user operational environment, and colocation data centers. Log, create, and track all assistance request(s) and tickets in the IOO ITSM System using Government's Shared Service and Help Desk processes and procedures. Answer the Shared Service and Help Desk Services phone line in the following order: Tier Zero (0), Tier One (1), Tier (2), Tier Three (3), on-call, and voicemail messages. Respond to all calls, voicemail and email messages, and ITSM submitted tickets within fifteen (15) minutes during normal hours of operations and within thirty (30) minutes after normal business hours of operations via phone call, email, virtual meeting, or in person. Develop and implement standard scripts and procedures for answering calls, resolving issues, escalating calls, creating master tickets, and transferring tickets between the help desk tiers of support. Develop and maintain the IOO Shared Service and Help Desk Knowledge Base, databases (frequently asked questions (FAQ), etc.), matrices, workflows, training plans, escalation plans, policies, and other Help Desk documentation as required. O&M the existing Government Cloud Email, Collaboration Sites/Shared Workspace, Office Suites capabilities and solutions, cloud capabilities, and cloud capabilities and solutions, including all new and existing cloud email capabilities and investments in the IOO hybrid and multi-could operational environments. O&M Hardware Support Services O&M System Administration and Virtualization Services Reviewing operating systems and software frequently and making any adjustments necessary to keep them running well. Collaborating with software developers in the creation of programs for their organization. Test and debug software applications to identify and fix any technical issues or bugs, ensuring highest quality and reliability. Collaborate with a multidisciplinary team, to ensure seamless integration of programming components. Stay up to date with emerging technologies and best practices in the Computer User Support arena. Collaborate with dev team to develop and deliver solutions timely to the business. Recommend solutions to improve new and existing functions and features. Find creative solutions to complex problems. Ensure a positive and professional Federal client service experience. Responsibilities could include supporting all aspects of the software development life cycle including requirements analysis, design, development, testing, integration, and deployment. Perform other O&M duties as assigned, including overlapping subject areas as applicable:
DCIO IOO IT Policies and Processes Support DCIO IOO Configuration Management Enterprise Architecture Services IOO Risk Management Enterprise Application Services System Administration and Virtualization Services Cloud Hosting Services Database Services Storage Services Active Directory Services Cabling Requirements Hardware Support Services Mainframe Services Software Factory Release Deployment Services and DevSecOps Pipeline Virtual Desktop Infrastructure (VDI)/Desktop as a Service (DaaS) Cloud Email, Collaboration Sites/Shared Workspace, Office Suites, and Cloud Services Cloud and On-Premises Gold Disk O&M Services Webcasting O&M Services eDiscovery and Records Management Services Shipping Support Media Sanitization Support Migration Services Mobile Device Management Services (MDM) Domain Name Services (DNS) and Internet Protocol (IP) Management Services VPN Client Services Network and LAN Services Shared Service and Help Desk Services Cyber and Operational Security (OPSEC) Services Disaster Recovery/ Business Continuity (DR/BC) Services Software License Management (SLM) Support Work Experience, Knowledge, Skills & Abilities:
10+ years of demonstrated experience Cloud Email, Collaboration Sites/Shared Workspace, Office Suites capabilities and solutions, cloud capabilities and solutions 10+ years of demonstrated experience of O&M of Hardware Support Services. 10+ years of demonstrated experience of O&M of System Administration and Virtualization Services. 10+ years of demonstrated experience of O&M of Shared Service and Help Desk Services. Excellent problem solving and analysis skills, self-motivated, and able to work and communicate in a team environment. 5+ years of experience of Agile Scrum methodology. 10+ years of experience and knowledge in software development lifecycles. Excellent written and verbal communication skills. Experience with Federal consulting. Education:
Bachelor's degree in a related field, such as information technology or computer science Master's degree is a bonus Active IT Certifications in Cloud, Security, IOO / O&M -related Knowledge and experience with HUD OCIO IOO is a bonus.
Office Location and Travel: Hybrid, both on-site at local HUD Government facility and Remote. The addresses for all HUD offices are available on the HUD's website at (https://www.hud.gov/local.
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 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 ID 2425305
KGS is seeking qualified candidates for our open positions, but we will only extend an offer of employment after a candidate applies through the link in our job posting. If you receive a job offer via email only and have not been interviewed by the KGS hiring manager, feel free to contact KGSrecruiting@koniag-gs.com to verify its validity.
Koniag Data Solutions, LLC (KDS),
a Koniag Government Services company, is seeking an experienced highly qualified professional SME Computer User Support Specialist to support KDS, and our Department of Housing and Urban Development (HUD)/Office of the Chief Information Officer (OCIO)/Infrastructure and Operations Office (IOO) Government Customer. This opportunity offers the chance to work with some of the best and brightest minds in the HUD and US Industries in Washington, DC.
This is a Hybrid opportunity.
The SME Computer User Support Specialist is an integral component supporting our HUD client's IT Modernization effort to provide a single Operations & Maintenance (O&M) consolidated support services of (1) data storage facilities, (2) hardware/software, and (3) cloud services providers. This position is in a team environment and involves collaboration with and supporting other team members, contractors, and HUD internal and external users. This position provides technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. The ideal candidate is a team player with proven experience as a SME Computer User Support Specialist. Below are the qualifications for this role.
Essential Functions, Responsibilities & Duties may include, and are not limited to: Region 4 Field Staff Tech Manager: Tech managers provide technical support to the HUD Regional Office as well as the field offices within the region and provide hands support for other organizations on the EUS program. Onsite support is provided at the Atlanta Regional Office, which is also a Home Ownership Center (HOC) office and remote support for users located at other field offices within the region. Technical support consists of prepping and setting up computer hardware/peripherals for new users, working assigned Service Desk ticket queues for hardware/software issues. Techs responsible for ensuring systems have the latest image and systems are receiving currently deployed software patches/updates. Tech managers work directly with HUD Information Technology Directors and local HUD IT offices. Provides support for projects such as Tech Refresh, Domain Consolidation, and Server migration with activities ranging from performing installs/upgrades (software and/or hardware) to providing additional end-user training. There is day-to-day communication with the HUD Region 4 IT Director. Tier II (HUD Headquarters (HHQ)) Support Staff: Technicians are responsible for providing onsite support to 3000+ users at HHQ. Technical support consists of prepping and setting up computer hardware/peripherals for new users; working assigned Service Desk ticket queues for hardware/software issues users have with regards to HUD issued laptop, monitors, keyboard mice, docking station and assist with potential software issues/questions. Techs responsible for ensuring systems have the latest image and systems are receiving currently deployed software patches/updates. Address network printing issues and user network connectivity. Work Adhoc assignments as required. Also, provide hands on support for other EUS organizations. Region 10 Field Staff Tech Manager: Tech managers provide technical support to the HUD Regional Office as well as the field offices within the region and provide hands support for other organizations on the EUS program. Onsite support is provided at the Seattle Regional Office and remote support for users located at other field offices within the region. Technical support consists of prepping and setting up computer hardware/peripherals for new users, working assigned Service Desk ticket queues for hardware/software issues. Techs responsible for ensuring systems have the latest image and systems are receiving currently deployed software patches/updates. Tech managers work directly with HUD Information Technology Directors and local HUD IT offices. Provides support for projects such as Tech Refresh, Domain Consolidation, and Server migration with activities ranging from performing installs/upgrades (software and/or hardware) to providing additional end-user training. There is day-to-day communication with the HUD Region 10 IT Director. Perform other O&M duties as assigned, as applicable:
Enterprise Application Services support Cabling Requirements support Shipping support Media Sanitization support Migration Services support Mobile Device Management (MDM) Services support Shared Service and Help Desk Services support, such as:
Provide Tier Zero (0), One (1), Two (2), and Three (3) Shared Service and Help Desk Services Support for the OGC eDiscovery and IOO (on-premises and cloud) hybrid operational environments, portfolio of IT capabilities and investments, end-user operational environment, and colocation data centers. Log, create, and track all assistance request(s) and tickets in the IOO ITSM System using Government's Shared Service and Help Desk processes and procedures. Answer the Shared Service and Help Desk Services phone line in the following order: Tier Zero (0), Tier One (1), Tier (2), Tier Three (3), on-call, and voicemail messages. Respond to all calls, voicemail and email messages, and ITSM submitted tickets within fifteen (15) minutes during normal hours of operations and within thirty (30) minutes after normal business hours of operations via phone call, email, virtual meeting, or in person. Develop and implement standard scripts and procedures for answering calls, resolving issues, escalating calls, creating master tickets, and transferring tickets between the help desk tiers of support. Develop and maintain the IOO Shared Service and Help Desk Knowledge Base, databases (frequently asked questions (FAQ), etc.), matrices, workflows, training plans, escalation plans, policies, and other Help Desk documentation as required. O&M the existing Government Cloud Email, Collaboration Sites/Shared Workspace, Office Suites capabilities and solutions, cloud capabilities, and cloud capabilities and solutions, including all new and existing cloud email capabilities and investments in the IOO hybrid and multi-could operational environments. O&M Hardware Support Services O&M System Administration and Virtualization Services Reviewing operating systems and software frequently and making any adjustments necessary to keep them running well. Collaborating with software developers in the creation of programs for their organization. Test and debug software applications to identify and fix any technical issues or bugs, ensuring highest quality and reliability. Collaborate with a multidisciplinary team, to ensure seamless integration of programming components. Stay up to date with emerging technologies and best practices in the Computer User Support arena. Collaborate with dev team to develop and deliver solutions timely to the business. Recommend solutions to improve new and existing functions and features. Find creative solutions to complex problems. Ensure a positive and professional Federal client service experience. Responsibilities could include supporting all aspects of the software development life cycle including requirements analysis, design, development, testing, integration, and deployment. Perform other O&M duties as assigned, including overlapping subject areas as applicable:
DCIO IOO IT Policies and Processes Support DCIO IOO Configuration Management Enterprise Architecture Services IOO Risk Management Enterprise Application Services System Administration and Virtualization Services Cloud Hosting Services Database Services Storage Services Active Directory Services Cabling Requirements Hardware Support Services Mainframe Services Software Factory Release Deployment Services and DevSecOps Pipeline Virtual Desktop Infrastructure (VDI)/Desktop as a Service (DaaS) Cloud Email, Collaboration Sites/Shared Workspace, Office Suites, and Cloud Services Cloud and On-Premises Gold Disk O&M Services Webcasting O&M Services eDiscovery and Records Management Services Shipping Support Media Sanitization Support Migration Services Mobile Device Management Services (MDM) Domain Name Services (DNS) and Internet Protocol (IP) Management Services VPN Client Services Network and LAN Services Shared Service and Help Desk Services Cyber and Operational Security (OPSEC) Services Disaster Recovery/ Business Continuity (DR/BC) Services Software License Management (SLM) Support Work Experience, Knowledge, Skills & Abilities:
10+ years of demonstrated experience Cloud Email, Collaboration Sites/Shared Workspace, Office Suites capabilities and solutions, cloud capabilities and solutions 10+ years of demonstrated experience of O&M of Hardware Support Services. 10+ years of demonstrated experience of O&M of System Administration and Virtualization Services. 10+ years of demonstrated experience of O&M of Shared Service and Help Desk Services. Excellent problem solving and analysis skills, self-motivated, and able to work and communicate in a team environment. 5+ years of experience of Agile Scrum methodology. 10+ years of experience and knowledge in software development lifecycles. Excellent written and verbal communication skills. Experience with Federal consulting. Education:
Bachelor's degree in a related field, such as information technology or computer science Master's degree is a bonus Active IT Certifications in Cloud, Security, IOO / O&M -related Knowledge and experience with HUD OCIO IOO is a bonus.
Office Location and Travel: Hybrid, both on-site at local HUD Government facility and Remote. The addresses for all HUD offices are available on the HUD's website at (https://www.hud.gov/local.
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 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