Tier II Technical Support Specialist (remote) - Remote Eligible

Tier II Technical Support Specialist

Koniag 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 is a remote position. We offer competitive compensation and an extraordinary benefits package, including health, dental, and vision insurance, 401(k) with company matching, flexible spending accounts, paid holidays, three weeks of paid time off, and more.

Koniag Technology & Infrastructure Solutions (KTIS) is seeking skilled Tier II Technical Support Specialists to join our team. The ideal candidates will have strong technical troubleshooting abilities, excellent customer service skills, and experience resolving complex technical issues. These specialists will play a crucial role in our technical support hierarchy, handling escalated issues and providing advanced support to our clients.

Essential functions, responsibilities, and duties may include, but are not limited to:

• 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.

Education and experience:

• High School Diploma or GED required (Associate's or Bachelor's degree in IT-related field preferred).
• 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.

Required skills and competencies:

• 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.

Desired skills and competencies:

• 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.

Security requirement:

• Ability to obtain a Public Trust.

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 accommodations@koniag-gs.com or by calling 703-488-9377 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.