Service Desk Coordinator (Pipeline)

Akira Technologies, Inc. is a leading provider of innovative IT solutions, dedicated to delivering cutting-edge technology and operational excellence to our clients. We are continuously seeking top talent to join our team for anticipated opportunities.

Akira is building a talent pipeline for a future Service Desk Support position. The ideal candidate will be responsible for handling customer inquiries, troubleshooting basic technical issues, and ensuring high-quality customer service. This is an excellent opportunity for professionals interested in potential future roles within a dynamic and innovative work environment.

Ideal candidates should be based in the DC Metro Area or willing to relocate.

Job Responsibilities

• Answer incoming contacts from customers and provide accurate and complete information.
• Resolve customer issues in a timely and professional manner.
• Make outbound calls to follow up on customer inquiries and support requests.
• Respond to customer inquiries and complaints with professionalism and efficiency.
• Document customer interactions, issues, and resolutions accurately.
• Escalate complex issues to higher-level technical support as needed.
• Assist in troubleshooting basic IT problems, including password resets and connectivity issues.

Job Qualifications

• At least a High School diploma or GED.
• Minimum of 0-3 years (Junior) or 3 years (Mid) of experience in service desk or technical support roles, with a strong understanding of incident management processes and best practices.
• Experience in coordinating and managing escalated incidents and service requests in a fast-paced environment.
• Strong technical aptitude and troubleshooting skills, with the ability to diagnose and resolve technical issues across a variety of hardware, software, and network environments.
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical users and stakeholders.
• Proven ability to prioritize and manage multiple tasks and priorities simultaneously, with a focus on meeting service level agreements (SLAs) and customer expectations.
• Active Secret clearance or higher.

Preferred Qualifications

• Experience working in a help desk or call center environment.
• Familiarity with IT support tools and ticketing systems.
• Basic understanding of networking and troubleshooting procedures.
• Customer service certifications (e.g., HDI, ITIL Foundations) are a plus.

Salary Range: $45,000 to $65,000

Akira’s pay range for this position considers various factors including skills, years of experience, training, licenses, certifications, alignment with market data, and internal equity in the organization. This pay range estimate is a general guideline only and not a guarantee of compensation or salary, which Akira believes to be done in good faith in compliance with local laws. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

General Description of Benefits

Akira offers its employees multiple options for medical plans (some with Health Savings Account), dental plans, and vision coverage, and a 401(k) plan with employer match. To promote work/life balance, Akira offers paid time off, including vacation and sick time, holidays, paid parental leave, military leave, bereavement leave, and jury duty leave. We also offer short and long-term disability benefits to protect employee income in the event of sickness or injury, life insurance, accidental death and dismemberment insurance, and critical illness insurance. Akira also offers tuition, training, and certification reimbursement for professional development and career advancement.

Akira regularly reviews our total rewards package to ensure our offerings remain competitive and reflect the values and needs expressed by our employees.

About Akira Technologies

Akira strives to meet and exceed the mission and objectives of US federal agencies. As a leading small business cloud modernization and data analytics services provider, we deliver trusted and highly differentiated solutions and technologies that serve the needs of our customers and citizens. Akira serves as a valued partner to essential government agencies across the intelligence, cyber, defense, civilian, and health markets. Every day, our employees deliver transformational outcomes, solving the most daunting challenges facing our customers.

Akira is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.