[Hiring] Tier II Technical Support Specialist @Koniag Government Services, LLC

Role Description

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 position requires the candidate to be able to obtain a Public Trust. This is a remote position.

The Tier II Technical Support Specialist will serve as an escalation point for complex technical issues and provide advanced troubleshooting and problem resolution. Principal responsibilities will 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

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