Senior Tier II Touch Labor Technician

Koniag Management Solutions, LLC a Koniag Government Services company, is seeking a Senior Tier II Touch Labor Technician with a Secret security clearance to support KMS and our government customer at Redstone Arsenal, AL. This is an onsite position.

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.

The Senior Tier II Touch Labor Technician required to perform all Tier I and Tier II activities. The Senior Tier II Touch Labor technician provides technical guidance to other tiered technicians to develop, implement and resolve workarounds, breaks, fixes, repairs, and serves as oversight for all incident/problem resolutions. They manage the lifecycle refresh schedules of end user assets, is responsible for maintaining warranty, and the management of bench stock. They directly interface with the government APMS ITAS procurement processes for replacement of hardware, software, teleconferencing devices, SIPR devices, VOIP phone devices, existing VTC suite maintenance, ancillary end user devices, mobility device distribution and decommissioning processes. The ideal candidate will track and provide metrics or other reports to the Program Manager and/or government representative as requested.

Essential Functions, Responsibilities & Duties may include, but are not limited to:

• Responsible for all I and II activities and provides oversight to ensure all help desk deliverables and services are met.
• Knowledge of a wide range of applications, operating systems, protocols, IT equipment, techniques, requirements, methods, and procedures to provide desktop automation support to customer base.
• Knowledge of cloud platforms (e.g., Azure) and IT support methodologies, including troubleshooting, system recovery, and resolution of hardware and software issues.
• Knowledge of customer support concepts including installed operating systems, and IT infrastructure to serve as a senior technical analyst responsible for diagnosing and resolving complex escalated issues.
• Knowledge of operating systems principles, methods, and functionality to manage and optimize the current systems environment, including performance tuning and system administration.
• Knowledge of desktop and system automation techniques, with the ability to evaluate, recommend, and advise on emerging technologies and process improvements.
• Performs qualitative and quantitative techniques to evaluate help desk program effectiveness.
• Possess specialized knowledge of Microsoft software products and skill in configuring system components such as disk drives, printers, network devices, and other peripherals to support end-user and enterprise operating environments.
• Working knowledge of, and skill in, applying maintenance concepts and methods to troubleshoot system problems.
• Working knowledge of and experience working with Active Directory.
• Working knowledge of and experience working with secured and unsecured networks.
• Advanced working knowledge of and experience working with Microsoft Azure, Intune, EntraID including a working knowledge of the Army Unified Directory Service (AUDS).
• Performs and is responsible for the team's root cause analysis and documentation of workarounds.
• Ensures workarounds and other fixes are socialized to all locations and works with the Knowledge Manager to update the Knowledge Library.
• Ensures drawings, SOPs, operational manuals, asset management, decommissioning and other documentation is updated.

Operational Reporting:

• Collects and reports ticket metrics and status updates for service requests, incidents, and problem management to the Project Manager.

Performance Management:

• Analyzes and provides performance metrics and trend data in coordination with government leadership and the Service Level Manager to support continuous service improvement.
• Responsible for maintaining a knowledge base of relevant information, articles and SOPs pertaining to the daily operations of the Help Desk.
• Working knowledge of PowerShell and using PowerShell scripting for workstation management tasks.
• Working knowledge of Microsoft Power Platform applications, including Power Automate, Power Apps, and Power BI tools.
• Mentors, coaches, and trains junior help desk technicians with technical skills, troubleshooting methodologies, customer service best practices, and Army cultural awareness to build a capable and mission-aligned support team.
• Experience with IT Service Management (ITSM) platforms such as ServiceNow or similar ticketing systems for incident, problem, and change management.
• Knowledge of mobile device management (MDM) solutions and enterprise mobility platforms for iOS.
• Experience with workstation imaging, OS deployment, and system provisioning using PXE and similar processes.
• Strong written and verbal communication skills with the ability to convey technical information to non-technical audiences.
• Experience supporting and maintaining VTC systems and collaboration platforms (e.g., Microsoft Teams).

Education:

• BS degree in computer related field.

Experience:

• 48-60 months hands on HD Tier II service experience

Certifications:

• Must have current CompTIA Security+ certification
• Ability to obtain Microsoft Certified: Power Platform Fundamentals (PL-900 Certification) within 6 months of hire.

Clearance Requirement:

• Secret security 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 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. For more information, please visit www.koniag-gs.com .

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352