Tier 1- Service Desk Support DC

Nana Regional Corporation Washington , DC 20319

Posted 3 months ago

Tier 1- Service Desk Support DC


Tundra Federal provides agile, innovated and trusted information technology solutions to the Federal Government and Federal Integrators. Our capabilities allow customers to implement and evolve IT infrastructures to achieve, maintain and advance functionality, efficiency, security, and compliance.

As an SBA certified 8(a) Alaskan Native Corporation (ANC), Tundra Federal provides the Federal Government the avenue for streamlined and timely acquisition of mission critical services and solutions.

The individual will provide Tier 1 IT support services to the OPM user population of over 5,000.Services must be provided IAW customer-approved policies, procedures and Service Level agreements (SLAs)

Duties and responsibilities will include:

  • Correct and accurate trouble ticket recording, tracking, and resolution

  • Addressing and resolving typical problems/queries, such as password issues, Hardware and software diagnoses, Network connectivity, and File searches

  • Fault management including the detection, isolation and correction of faults

  • Escalating tickets to other teams or groups as assistance as needed

  • Emphasized support for designated VIPs and international travelling staff.

  • Adherence to SLAs for password resolution, call answer rates, drop call rates, first call resolutions, total ticket resolution.

  • Adherence to policy and procedure for ticket resolution.

  • Provide customer feedback for all IT service problems, including confirmation of user satisfaction/closure.



  • Good working knowledge of MS Office (Outlook, Word, Excel)

  • Basic knowledge of PC hardware/software, Windows 10, and networking

  • Experience using a trouble ticketing system

  • Very good oral and writing skills

  • Good analytical, critical thinking and on-the-fly troubleshooting skills

  • Strong speaker and writer of English, sufficient to easily and effectively communicate with the OPM user community

  • Physically able to work in an office environment, but also, walk distances within buildings, sit, stoop, and carry packages/devices up to 20 pounds

  • Level 1

  • HS diploma

  • 1 year Tier 1 help desk support experience

  • Level 2

    • 2 years Tier 1 help desk support experience
  • Level 3

  • AA degree (or 2 years additional experience)

  • 2-3 years Tier 1 help desk support experience

  • Must have ITIL v.3 certification or gain such certification within 6 months of start of employment

  • Gaining and maintaining an OPM Public Trust clearance

  • For certain positions, DoD clearances at the Secret or Top Secret may be required

Prospective employees will receive consideration without discrimination because of race, color, religion, creed, gender, national origin, age, disability, marital status, veteran status, sexual orientation, or any other legally protected status.

We are committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you have a physical and/or mental disability and are interested in applying for employment and need special accommodations to use our website to apply for a position please contact, Recruiting Services at job-assist@akima.com or 571-353-7053. Reasonable accommodation requests are considered on a case-by-case basis.

The dedicated email and telephonic options above are reserved only for individuals with disabilities needing accessibility assistance to apply to an open position using our website.

Please do not use the dedicated email or phone number above to inquire on the status of your job application.

We wish to thank all applicants for their interest and effort in applying for the position; however, only candidates selected for interviews will be contacted.

In order for our company to stay compliant with government regulations, please apply on line. Please DO NOT email resumes or call in lieu of applying online unless you have a physical and/or mental disability and need assistance with the online application.

Job: Information Technology

Primary Location: US-DC-Washington

Shift: Day Job

Req ID: TUN00117

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Tier 1- Service Desk Support DC

Nana Regional Corporation