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Koniag Government Services
Koniag Government Services
1,001 – 5,000 Employees
ConsultingDefenseGovernment
Koniag Government Services (KGS) is an Alaska Native Corporation serving the U.S. public sector through technical, professional, and operational expertise. Its work supports Defense and Intelligence, Federal Civilian, and Health customers with enterprise solutions, professional services, and operations management. KGS combines people, technology, program management, and strategic partnerships to help government organizations advance mission-focused initiatives, with contracting approaches that can include Alaska Native Corporation direct awards.
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Remote Tier II Technical Support Specialist

Resolve escalated hardware, software, network, and system problems through advanced troubleshooting and clear documentation. Support Koniag Government Services’ federal technology work, collaborating with IT teams and guiding Tier I staff.

USUnited StatesRemoteFull-timeMiddleSeniorEnglish RequiredIT Support
OracleSQL

Description

  • Handle technical issues escalated beyond Tier I support.
  • Troubleshoot and resolve hardware, software, network, and system problems.
  • Diagnose complex technical issues and apply established resolution procedures.
  • Record customer interactions, troubleshooting steps, and outcomes in the ticketing system.
  • Refer critical or highly complex problems to Tier III support or engineering when needed.
  • Work with other IT teams to address issues spanning multiple functions.
  • Create and update technical documentation, knowledge base articles, and standard procedures.
  • Train and mentor Tier I support staff on technical topics.
  • Spot recurring problems and contribute to root cause investigations.
  • Help test and roll out system updates, patches, and new technologies.
  • Troubleshoot remotely with end users as needed.
  • Provide on-call coverage under the established rotation schedule.
  • Keep up with emerging technologies and industry developments.
  • Take part in continuing professional development and technical training.

Requirements

  • High school diploma or GED.
  • At least five years of progressive customer support experience.
  • Prior experience in Tier II support or a comparable position.
  • Proven ability to troubleshoot complex technical issues.
  • Willingness to earn an HDI Customer Service Representative certification or equivalent within six months of starting.
  • Ability to investigate escalated issues and verify that reported problems are valid.
  • Experience using database solutions to update customer records.
  • Knowledge of IT security principles and practices.
  • Experience with help desk ticketing systems and remote support tools.
  • Strong written and verbal communication skills, including explaining technical topics to nontechnical users.
  • Strong analytical and problem-solving skills.
  • Ability to work independently and collaboratively.
  • Customer-focused approach to service delivery.
  • Time management skills and ability to prioritize multiple issues.
  • Adaptability to changing technologies and work environments.
  • Experience documenting technical processes and solutions.
  • Ability to work under pressure and manage stress effectively.
  • Ability to obtain a Public Trust clearance.
  • Associate or bachelor’s degree in an IT-related field preferred.
  • Knowledge of Department of Defense household goods processes.
  • Understanding of personal property entitlements.
  • Expertise with the Defense Personal Property System (DPS) module.
  • Expertise with the MilMove module.
  • Understanding of personal property shipment management systems.
  • Experience in government contracting environments.
  • Knowledge of ITIL practices and principles.
  • Database knowledge, such as SQL or Oracle.
  • Bilingual capabilities.

Benefits

  • Medical, dental, and vision coverage.
  • 401(k) retirement plan.
  • Paid time off.
  • Paid parental leave.
  • Life and disability insurance.
  • Flexible spending accounts.
  • Commuter benefits.
  • Tuition reimbursement.
  • Continuing professional development and technical training.

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