2416 Call Centers jobs in Maryland

Overview:

Responsibilities:

The Manager Operations will provide leadership, direction for all Speciality Contact (Call) Centers in a manner consistent with the mission and core values of the organization. The Ops. Manager will develop, establish and apply policies and procedures, and insure development and implementation of an efficient daily workflow in all areas of the Contact Centers. This position is responsible for the identification and development of revenue opportunities, physician relationship building, practice building and expansion, staff recruitment and multi-site operations. This position works closely with the Director of Practie Communications, site leadership as well as physicians and staff in the site. The position also interacts closely with other senior management team members to drive the success of corporate initiatives, practice development and key organizational goals. This position oversees all of the Speciality Contact (Call) Centers. This position requires travel to the various sites.

Qualifications:

Education and Work Experience:

• Must possess a degree in Bachelor of Business Administration or Science Degree in Healthcare or related field- 5 years of progressively increasing management experience can replace the education requirement.
• Masters in Healthcare Administration, preferred.

Other Requirements:

• Physician and staff relationship building and retention.
• Excellent computer skills including experience in using MS Excel, Outlook (E-Mail), Practice Management Software applications, financial management applications and other related applications.
• Development and interpretation of complex financial documents including Profit & Loss statement, budgets & other related reports.
• Human Resources Management.
• Business planning and development.
• Strong interpersonal skills.
• Ability to be detail-oriented and still remained focus on larger goals/targets.

#ESJJan25

Min:
USD $31.94/Hr.

Max:
USD $57.49/Hr.

Benefits:

Benefits Eligibility is based on your scheduled FTE status and Job Category

• Competitive health, prescription, vision and dental benefits & wellness credit for eligible employees
• 403(b) retirement plan with generous company match and catch up provision
• Paid Time Off (PTO) & company paid holidays
• Tuition reimbursement
• Mental Health resources and other employee related wellness opportunities through our Employee Assistance Program
• Employer paid Short & Long Term Disability benefits for eligible employees
• Voluntary Benefits
• Discounts on auto & home insurance and Verizon plans
• Mercys Rewards & Recognition Program rewarding employees for going above and beyond in living Mercys Mission and Values

EEO Statement:

Mercy Health Services is sponsored by the Sisters of Mercy. We are an Equal Opportunity Employer (EEO) recruiting talent for Mercy Health Services, which serves the greater Baltimore Metro and surrounding Maryland areas.

**Tuknik Government Services,** a Koniag Government Services company, is seeking a Customer Service Representative to support **TGS** and our government customer in Baltimore, MD. **This position requires the candidate to be able to obtain a Public Trust.**
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.
Work in a Call Center environment, providing detailed documentation of reported incidents utilizing ServiceNow. The candidate will function as a Customer Service Representative (CSR). The candidate identifies and reports on a wide variety of hardware, software, mainframe access and printer problem. Will be on the phones 7-8 hours a day. All employees are considered mission critical and are expected to report even during inclement weather conditions.
**Essential 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 ServiceNow. Documentation in ServiceNow is required for both real-time voice and virtual reported problems.
+ The contractor documents and provides problem diagnosis and resolution on a wide variety of hardware, software, video, mainframe, and network problems utilizing the Call Center knowledge base.
+ Additionally, the contractor dispatches all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedure (SOP) as well as the procedures documented in the Call Center Hardware Dispatch Guide.
+ Customer Service Representatives also utilize Skype/Teams systems within the Call Center to communicate real-time events to management and customers as required.
**The 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.
+ Resolve all tickets only when a problem has been rectified to the customer's satisfaction and all steps to resolve an issue are completely documented in the service tickets.
+ Gather information and follow required diagnostic procedures.
+ Responds to email in a timely manner
+ Adhere to the Call Center Policy Document
+ Adhere to the Standard Operating Procedures (SOP).
**Requirements:**
+ Applicants must be able to, with or without reasonable accommodation:
+ lift and carry up to 50 pounds (telework carrying equipment)
+ Navigate from the parking lot to the entrance and then to the designated workspace
+ Work a minimum of 8 hours with a 30-minute lunch break
+ Can sit or stand for a minimum of 8 hours with a 30-minute lunch break
+ Great Written and Communication Skills - Must have the ability to convey information clearly and effectively
+ Must live within 2 hours travel of the designated call center for which they are applying.
**Education:**
+ The candidate must hold at least one of the following certifications: HDI Customer Service Representative or an A+ certification.
+ Candidates supporting this function shall have a minimum of one year Call Center/Helpdesk experience.
+ Experience with Windows Operating System workstation/server, Microsoft Systems Management Server (SMS), Microsoft Office Suite, Microsoft Exchange/Outlook.
**Requirements:**
+ Must be able to obtain a Public Trust clearance
**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, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local 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 apply for a position on our website, please get in touch with Heaven Wood via e-mail at or by calling 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_ _ Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352_**
**Job Details**
**Job Family** **Client Techncial Support and Training**
**Job Function** **Help Desk Support Tech**
**Pay Type** **Hourly**

**Tuknik Government Services,** a Koniag Government Services company, is seeking a Customer Service Representative to support **TGS** and our government customer in Baltimore, MD. **This position requires the candidate to be able to obtain a Public Trust.**
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.
Work in a Call Center environment, providing detailed documentation of reported incidents utilizing ServiceNow. The candidate will function as a Customer Service Representative (CSR). The candidate identifies and reports on a wide variety of hardware, software, mainframe access and printer problem. Will be on the phones 7-8 hours a day. All employees are considered mission critical and are expected to report even during inclement weather conditions.
**Essential 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 ServiceNow. Documentation in ServiceNow is required for both real-time voice and virtual reported problems.
+ The contractor documents and provides problem diagnosis and resolution on a wide variety of hardware, software, video, mainframe, and network problems utilizing the Call Center knowledge base.
+ Additionally, the contractor dispatches all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedure (SOP) as well as the procedures documented in the Call Center Hardware Dispatch Guide.
+ Customer Service Representatives also utilize Skype/Teams systems within the Call Center to communicate real-time events to management and customers as required.
**The 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.
+ Resolve all tickets only when a problem has been rectified to the customer's satisfaction and all steps to resolve an issue are completely documented in the service tickets.
+ Gather information and follow required diagnostic procedures.
+ Responds to email in a timely manner
+ Adhere to the Call Center Policy Document
+ Adhere to the Standard Operating Procedures (SOP).
**Requirements:**
+ Applicants must be able to, with or without reasonable accommodation:
+ lift and carry up to 50 pounds (telework carrying equipment)
+ Navigate from the parking lot to the entrance and then to the designated workspace
+ Work a minimum of 8 hours with a 30-minute lunch break
+ Can sit or stand for a minimum of 8 hours with a 30-minute lunch break
+ Great Written and Communication Skills - Must have the ability to convey information clearly and effectively
+ Must live within 2 hours travel of the designated call center for which they are applying.
**Education:**
+ The candidate must hold at least one of the following certifications: HDI Customer Service Representative or an A+ certification.
+ Candidates supporting this function shall have a minimum of one year Call Center/Helpdesk experience.
+ Experience with Windows Operating System workstation/server, Microsoft Systems Management Server (SMS), Microsoft Office Suite, Microsoft Exchange/Outlook.
**Requirements:**
+ Must be able to obtain a Public Trust clearance
**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, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local 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 apply for a position on our website, please get in touch with Heaven Wood via e-mail at or by calling 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_ _ Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352_**
**Job Details**
**Job Family** **Client Techncial Support and Training**
**Job Function** **Help Desk Support Tech**
**Pay Type** **Hourly**

Help Desk Specialist
Annapolis Junction, MD ( -ACS
Description
Athenix Solutions Group is looking for multiple Help Desk Specialists for a large program in the Annapolis Junction, MD area. The Help Desk Specialist will provide 24x7 Help Desk support as defined by first response/Tier 1/Level 1 support. They will provide phone and in-person support to users in the areas of e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications. This individual will serve as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems.
**Responsibilities** :
+ Utilize work aids to resolve tickets at lowest level of support
+ Receive, triage and route tickets to Tier 2 Help Desk according
+ Compile and organize data for monthly status reports
+ Develop an understanding of the numerous process flows to other IT systems, create and maintain user accounts
+ Create Help Desk tickets in the designated ticket tracking system, provide an initial acknowledgement to the end user validating receipt of the ticket
+ Assist users with account creation, accessing and using IT systems
+ Update Standard Operating Procedures documents to adapt to new system functionality or configuration changes
+ Analyze, log and track issue and problem tickets related to Intelink application
+ Provide trend analysis and metrics to the Government based on gather data and monthly status reports
+ Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement
+ Provide daily written and oral communications, make recommendations for improving documentation
+ Attend weekly meeting to apprise the Government on the status of tickets and any issues/problems with resolving tickets
+ Update and maintain the Help Desk Handbook to stay consistent with current processes and procedures
+ Provide recommendations to the Government on issues/problems identified and reported in trend analysis
+ Provides daily supervision and direction to Help Desk staff that are responsible for phone and in-person support to users, including e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS application
Requirements
**All openings require a TS/SCI with polygraph clearance to start.**
The Level 0 Help Desk Specialist shall possess the following capabilities:
+ Four (4) years demonstrated Help Desk experience with an Associate's degree. In lieu of experience, a Bachelor's Degree may be substituted.
+ **Certifications: Compliance with DoD -M with a minimum certification of IAT Level I**
The Level 1 Help Desk Specialist shall possess the following capabilities:
+ Two (2) years demonstrated Help Desk experience. Bachelor's degree in a Technical, Math or Business discipline from an accredited college or University is required. Four (4) years of additional Help Desk experience with an Associates or six (6) years experience may be substituted for a Bachelor's degree.
+ **Certifications: Compliance with DoD -M with a minimum certification of IAT Level I**
The Level 2 Help Desk Specialist shall possess the following capabilities:
+ Five (5) years of Help Desk experience with a Bachelor's Degree in a Business, Technical or Math related field. An additional seven (7) years with an Associate's Degree or an additional nine (9) years experience may be substituted for the Bachelor's Degree.
+ Demonstrated experience of at least two (2) year shall be within the (Domain area).
+ **Certifications: Compliance with DoD -M with a minimum certification of IAT Level II**
The Level 3 Help Desk Specialist shall possess the following capabilities:
+ Six (6) years of Help Desk experience with a Master's Degree in a Technical, Business or Math related field. An additional ten (10) years experience with an Associate's Degree or an additional eight (8) years experience with a Bachelor's Degree or an additional twelve (12) years experience may be substituted for the Master's Degree.
+ Demonstrated experience of at least four (4) year shall be within the (Domain area).
+ **Certifications: Compliance with DoD -M with a minimum certification of IAT Level II**
**_Equal Opportunity Employer, including disability and protected veteran status._**
Salary Description

**Help Desk Specialist (5133)**
Location **Patuxent River, MD**
Job Code **5133**
# of Openings **1**
Apply Now ( Inc,** a subsidiary of Three Saints Bay, LLC and a Federal Government Contractor industry leader, is seeking a **Help Desk Specialist** to join our team in **Patuxent River, MD** supporting **Naval Air Warfare Center Aircraft Division (NAWCAD), and Naval Air Systems Command (NAVAIR).**
This position supports the NAVAIR National Help Desk by serving as Tier II software and financial related travel support for travel related inquiries for NAVAIR travelers. It involves responding to customer inquiries and serving as a liaison between travelers/preparers and the PSD/SATO organization.
**Support requirements include, but are not limited to:**
+ Assistance with application support for the Defense Travel System (DTS).
+ Providing instructions in the creation, completion, and routing of travel documents.
+ Providing status on outstanding vouchers/authorizations including routing, payment, and troubleshooting of trouble vouchers.
+ Providing instructions and assistance with creating, authorizations, vouchers and ensuring documents are processed in a timely manner.
+ Providing instructions and answering questions concerning voucher payment calculations.
+ Updating DTS profiles and attaching/detaching travelers to the NAVAIR community.
**Position Responsibilities:**
+ Provide direct application and travel administration support for the Defense Travel System and its user community.
+ Walk users through document processing steps and provide basic troubleshooting assistance.
+ Provide guidance related to business rules and JTR (Joint Travel Regulation) compliance.
+ Utilize the Service Now Assistance Portal (SNAP) call logging system to receive trouble calls, record documents reviewed, adjustments made, and contact made with travelers or travel preparers.
+ Review documents using the Defense Travel System (DTS) to verify travel authorizations and vouchers are in compliance with
+ JTR/JFTR regulations and Command directives.
**Position Requirements:**
+ US Citizen.
+ Ability to pass background check and Investigation for Public Trust Clearance
+ Minimum of a High School Diploma or equivalent
+ Minimum of four (4) years of Customer Service Experience.
+ Experience using Defense Travel System, and the Service Now Application Portal, or similar helpdesk system.
+ Subject Matter Expert (SME) in the accurate preparation of travel authorizations and vouchers.
+ Demonstrated proficiency in Microsoft Office applications (to include MS Outlook, Word, Excel, PowerPoint, Teams, etc.).
+ Ability to work until 5:00 PM.
+ Strong attention to detail and organizational skills.
+ Excellent verbal and written communication skills.
+ Demonstrated problem-solving skills.
+ Ability to work independently and as a team.
+ Must possess strong time management skills.
+ Must be able to work in a fast-paced, changing, and challenging environment.
**Position located in Patuxent River, MD.**
**Apply online at:** Federal Contractor
Three Saints Bay, LLC and its subsidiaries offer a team-oriented working environment and the opportunity to work with exceptional, dedicated industry professionals. We offer our employees a comprehensive benefits package and the opportunity to take part in exciting projects with government and commercial clients, both domestic and international.
We are an Equal Opportunity Employer. We invite resumes from all interested parties without regard to race, color, sex, sexual preference, religion, creed, national origin, age, genetic information, marital or veteran status, disability, or any other category protected by federal, state, or local law.

Help Desk Specialist II
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: TS/SCI with Polygraph
Employee Type: Regular
Percentage of Travel Required: None
Type of Travel: None
* * *
**The Opportunity:**
Join our Secure the Enterprise initiative and be a part of transforming our system security evaluation and authorization process. We are shifting from a manual approach to a new model that emphasizes automation, streamlined processes and approvals, continuous monitoring and assessment, and network data gathering across the entire project lifecycle. This is an exciting opportunity to help build a more secure and efficient future.
**Responsibilities:**
+ Facilitate infrastructure management, continuous integration, environment configuration, and deployment.
+ Support the project's compliance and security posture.
+ Focus on delivering automation that enables all other teams to operate smoothly.
**Qualifications:**
_Required:_
+ An active NSA TS/SCI with Poly.
+ 5 years of Help Desk experience with a Bachelor's Degree in a Business, Technical, or Math-related field.
+ Alternatively, an additional 7 years with an Associate's Degree or an additional 9 years of experience may be substituted for the Bachelor's Degree.
+ Demonstrated experience of at least 2 years within the relevant domain area.
+ Strong experience in:
+ Linux system administration
+ Docker
+ AWS, C2S, or other cloud experience
+ GitLab Pipeline
+ Ansible Pipeline
_Desired:_
+ Experience with Elasticsearch.
+ Experience with cloud hosting and automation.
-
**___**
**What You Can Expect:**
**A culture of integrity.**
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation.
**An environment of trust.**
CACI values the unique contributions that every employee brings to our company and our customers - every day. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
**A focus on continuous growth.**
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.
**Your potential is limitless.** So is ours.
Learn more about CACI here. ( Range** : There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here ( .
The proposed salary range for this position is:
$59,600 - $122,100
_CACI is_ _an Equal Opportunity Employer._ _All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any_ _other protected characteristic._

Help Desk Specialist II
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: TS/SCI with Polygraph
Employee Type: Regular
Percentage of Travel Required: None
Type of Travel: None
* * *
**The Opportunity:**
Join our Secure the Enterprise initiative as an Application Engineer. In this role, you will develop capabilities to transition from the current manual system security evaluation and authorization process to a new model that emphasizes automation, streamlined processes and approvals, continuous monitoring and assessment, and network data gathering across the entire life cycle of a project.
**Responsibilities:**
+ Be heavily involved with the creation, maintenance, and running of Python Lambda, Pig, and PySpark analytics.
+ Review data ingest tickets and merge requests with other developers on the team.
+ Deliver reliable, accurate data to end users.
+ Ensure the success of day-to-day operations, including investigating data arriving accurately into the system.
**Qualifications:**
_Required:_
+ An active NSA TS/SCI with Poly.
+ 12 years minimum experience with a High school Diploma/GED OR 10 years minimum experience with an Associate's degree OR 8 years minimum experience with a Bachelor's degree OR 6 years minimum experience with a Master's degree OR 4 years minimum experience with a Doctorate's degree.
+ All experience and education must be in a technical field directly related to the labor category being proposed. All diplomas, GED certificates, and degrees must be from accredited institutions.
+ Strong background in analytics development.
+ Proficiency in Python.
_Desired:_
+ Experience in patch management and IAVA tracking.
+ Proficiency in Lambda.
+ Knowledge of Java.
+ Experience with Scala.
+ Familiarity with NiFi.
+ Experience with Ansible.
+ Experience working in an Agile environment.
-
**___**
**What You Can Expect:**
**A culture of integrity.**
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation.
**An environment of trust.**
CACI values the unique contributions that every employee brings to our company and our customers - every day. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
**A focus on continuous growth.**
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.
**Your potential is limitless.** So is ours.
Learn more about CACI here. ( Range** : There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here ( .
The proposed salary range for this position is:
$103,800 - $218,100
_CACI is_ _an Equal Opportunity Employer._ _All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any_ _other protected characteristic._

We have an outstanding Contract position for anIT Help Desk Technicianto join a leading Company located inLaurel, MD.
Pay Range: $30 - $37
**Work location 100% onsite in Laurel, MD***
**U.S. Citizenship is required.**
**Candidate must be able to obtain and maintain a Secret Security Clearance.**
Please click on this link if you have any questions on how to obtain a clearance: are seeking an IT Help Desk Technician to help us support the information technology needs of the nation's leading university affiliated research center. You will be working with engineers, scientists and business professionals that are addressing critical challenges of our nation . We are ranked as one of Computerworld 's Top Places to Work in IT for the last six years and are wanting to add bright, dedicated hardworking technicians to our team.
Job Responsibilities:
+ Provide first contact resolution for account administration, desktop, laptop, mobile devices, applications, and network connectivity problems remotely in a call center or walkup desk.
+ Create , maintain, and modify user accounts for network and business applications.
+ Research, analyze, and diagnose problems with client systems to include hardware and software, servers, peripheral equipment, and networks.
+ Solve problems using documented processes where available and best practices where not.
+ Assist teams with incident response support and be involved in the development and presentation of training sessions.
+ Provide appropriate documentation on services provided and status updates as needed.
+ May drive vehicles to deliver computer parts or accessories around the Lab as needed.
Basic Hiring Criteria:
+ Possess a Bachelor's degree or at least 5+ years of recent IT related work experience
+ Must have at least 5 years Tier 2 IT Technical support experience
+ Must be able to obtain Secret level security clearance. If selected, you will be subject to a government security clearance investigation and must meet the requirements for access to classified information.
+ Eligibility requirements include U.S. citizenship.
+ Must have a Valid Driver's license (MVR check required)
+ Must be able to work 100% onsite in Laurel, MD
Desired Qualifications:
+ Possess a Bachelor's degree in an IT-related field.
+ Have 2+ years ' experience in a call center environment and using system management tools such as Symantec Ghost Solution Suite.
+ Have software experience with Desktop remote control tools and Windows 10, Macintosh, and iOS.
+ Possess any of the following certifications: ITIL, Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer for Windows (MCSE), Apple Certified Macintosh Technician (ACMT), HDI Support Analyst.
Benefits offered vary by contract. Depending on your temporary assignment, benefits may include direct deposit, free career counseling services, 401(k), select paid holidays, short-term disability insurance, skills training, employee referral bonus, and affordable medical coverage plan, and DailyPay (in some locations). For a full description of benefits available to you, be sure to talk with your recruiter.
VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled
To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
+ The California Fair Chance Act
+ Los Angeles City Fair Chance Ordinance
+ Los Angeles County Fair Chance Ordinance for Employers
+ San Francisco Fair Chance Ordinance

**Information Technology Help Desk Technician**
**Tuknik Government Solutions** , a Koniag Government Services Company, is seeking an experienced **Information Technology Help Desk Technician** to support TGS and our government customer in Baltimore, MD. **_Monday through Friday, core hours 8:30am to 5:00pm. This role may require travel to E Street in Washington DC as needed as well as other surrounding customer sites._**
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.
**Job Overview:**
Provides technical assistance and support for internal customers, both in person and remote, using agency standard software and hardware. Troubleshoot, address and (to the extent possible) rectify software and hardware issues, meeting customer needs to use agency systems and/or maintain connection, usage, or physical set-ups of required hardware and/or software.
**Essential Duties and Responsibilities include the following (not listed in order of importance; other duties may be assigned):**
+ Perform software/hardware customer support and troubleshooting for workstation, laptop, printer, and other similar IT equipment.
+ Provide basic IT troubleshooting. While addressing the situation, keep end-users notified until resolved. If unable to resolve the issue within the same day, apprise management immediately and update the problem tracking system with all actions taken within one hour of the resolution of any issue.
+ Assist staff with user support of installed Microsoft, Adobe, and AutoCAD software applications.
+ Utilize the problem tracking system to document all end user, hardware and software issues encountered. The system is updated in real time and closed out properly upon resolution of issues.
+ Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability.
+ Open a ticket in the problem tracking system for every customer contact and determine and document scope, impact, and priority; resolve, or escalate as appropriate.
+ 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.
**Work Experience, Knowledge, Skills & Abilities:**
+ To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
+ The requirements listed below are representative of the knowledge, skill and ability required.
+ Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
+ High School Diploma and/or related advanced training.
+ At least 2 years of experience in desktop and computer peripheral installation and assistance.
**Abilities:**
+ Ability to organize, prioritize and meet deadlines
+ Excellent critical thinking skills
+ Strong self-starter requiring minimal supervision
+ Strong problem-solving skills
+ Strong verbal communication to effectively express concepts, plans, and proposal
**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 or by calling 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_ _ Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352_**
**Job Details**
**Job Family** **Client Techncial Support and Training**
**Job Function** **Help Desk Support Tech**
**Pay Type** **Hourly**