Tier II Technical Support Specialist; REMOTE

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.

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.

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.

• 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.

• 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.

• Knowledge of DoD household goods (HHG) processes.
• Understanding of personal property entitlements.
• DPS (Defense Personal Property System) module expertise.
• Mil Move 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.

• Ability to obtain a Public Trust.

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…