Koniag Government Services · 22 hours ago
Tier II Technical Support Specialist (REMOTE)
United States
Full-time
Remote
Mid, Senior Level
5+ years expKoniag Technology and Infrastructure Solutions, LLC, a Koniag Government Services company, is seeking a Tier II Technical Support Specialist to support KTIS and our government customer. This role involves providing advanced troubleshooting and problem resolution for complex technical issues, serving as an escalation point for Tier I support, and collaborating with IT teams to resolve cross-functional issues.
EnterpriseGovernmentProfessional Services
No H1B
Security Clearance Required
Responsibilities
Serve as an escalation point for complex technical issues that cannot be resolved by Tier I support
Provide advanced troubleshooting and problem resolution for hardware, software, network, and system issues
Diagnose and resolve complex technical problems according to established procedures
Document all customer interactions, troubleshooting steps, and resolutions in the ticketing system
Escalate critical or highly complex issues to Tier III support or engineering teams when necessary
Collaborate with other IT teams to resolve cross-functional technical issues
Develop and maintain technical documentation, knowledge base articles, and standard operating procedures
Train and mentor Tier I support staff on technical matters
Identify recurring issues and participate in root cause analysis
Assist in testing and implementing system updates, patches, and new technologies
Conduct remote troubleshooting sessions with end users as needed
Provide on-call support according to established rotation schedules
Stay current with emerging technologies and industry trends
Participate in ongoing professional development and technical training
Qualification
Required
High School Diploma or GED required
5+ years of progressive customer support experience
Previous experience in Tier II support or equivalent role
Demonstrated expertise in troubleshooting complex technical issues
Must be willing to obtain HDI Customer Service Representative Certification (or equivalent) within 6 months of employment
Ability to investigate elevated issues and confirm problem validity
Experience with database solutions to update customer records
Troubleshooting processes and problem-solving methodologies
Knowledge of IT security principles and practices
Experience with help desk ticketing systems and remote support tools
Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users
Strong analytical and problem-solving abilities
Ability to work independently and as part of a team
Customer-focused approach to service delivery
Time management skills with the ability to prioritize multiple issues
Adaptability to changing technologies and work environments
Experience documenting technical processes and solutions
Ability to work in high-pressure situations and manage stress effectively
Ability to obtain a Public Trust
Preferred
Associate's or Bachelor's degree in IT-related field
Knowledge of DoD household goods (HHG) processes
Understanding of personal property entitlements
DPS (Defense Personal Property System) module expertise
MilMove module expertise
Understanding of personal property shipment management systems
Experience working in government contracting environments
Knowledge of ITIL practices and principles
Database knowledge (SQL, Oracle, etc.)
Bilingual capabilities
Benefits
Health, dental, and vision insurance
401(k) with company matching
Flexible spending accounts
Paid holidays
Three weeks of paid time off
Company
Koniag Government Services
Koniag Government Services is a Professional Services and Operational Management to Federal Government.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Kevin Wideman
Chief Executive Officer
Jack Wise
SVP Business Development Lifecycle
Recent News
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