Tier II Technical Support Specialist

🔥 1 minute ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Koniag Government Services

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1975

🏛️ Government

🎖️ Defense

💼 Consulting

Government • Defense • Consulting

Koniag Government Services is an Alaska Native Corporation (ANC) that provides technical, professional, and operational expertise to the U. S. public sector. KGS supports Defense & Intelligence, Federal Civilian, and Health customers with enterprise solutions, professional services, and operations management, and emphasizes mission-focused outcomes, contracting speed (ANC direct awards), and strategic/technology partnerships. The company positions itself as a mission partner delivering people, technology, and program management to government customers.

📋 Description

• 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 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

🎯 Requirements

• High School Diploma or GED required • 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 • 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 • Ability to obtain a Public Trust • Associate's or Bachelor's degree in IT-related field preferred • 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

🏖️ 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 • Ongoing professional development and technical training