Senior Tier II Touch Labor Technician

Overview

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.

• Perform all Tier I and Tier II activities and provide oversight to ensure all help desk deliverables and services are met.
• Provide desktop automation support to the customer base with knowledge of a wide range of applications, operating systems, protocols, IT equipment, techniques, requirements, methods, and procedures.
• Support cloud platforms (e.g., Azure) and IT support methodologies, including troubleshooting, system recovery, and resolution of hardware and software issues.
• Diagnose and resolve complex escalated issues as a senior technical analyst, leveraging knowledge of operating systems, IT infrastructure, and performance optimization.
• Manage the lifecycle refresh schedules of end user assets, maintain warranty, and oversee bench stock.
• Interface with government APMS ITAS procurement processes for replacement of hardware, software, teleconferencing devices, SIPR devices, VOIP devices, VTC suite maintenance, ancillary end user devices, mobility device distribution and decommissioning.
• Track and provide metrics or other reports to the Program Manager and/or government representative as requested.
• Provide root cause analysis and document workarounds; socialize fixes across locations and update the Knowledge Library with the Knowledge Manager.
• Ensure drawings, SOPs, operational manuals, asset management, decommissioning, and other documentation are updated.

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

• Analyze and provide performance metrics and trend data in coordination with government leadership and the Service Level Manager to support continuous service improvement.
• Maintain a knowledge base of relevant information, articles and SOPs pertaining to daily Help Desk operations.
• Utilize Power Shell for workstation management tasks and have working knowledge of Microsoft Power Platform applications (Power Automate, Power Apps, Power BI).
• Mentor, coach, and train junior help desk technicians in technical skills, troubleshooting methodologies, customer service best practices, and Army cultural awareness.
• Experience with IT Service Management (ITSM) platforms such as Service Now 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 to convey technical information to non-technical audiences.
• Experience supporting and maintaining VTC systems and collaboration platforms (e.g., Microsoft Teams).

• BS degree in a computer-related field.

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

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

• Secret security clearance.

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.

If you require an accommodation to navigate or apply for a position on our website, please contact Heaven Wood at  or by calling  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. For more information, please visit

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