Information Specialist II; Customer Service

Information Specialist II (Customer Service) Job Description

Posted Thursday, June 11, 2026 at 5:00 AM

Koniag Advisory Business Solutions, LLC a Koniag Government Services company, is seeking an Information Specialist II (Customer Service) to support KABS and our government customer in Oklahoma City, OK.

This position is covered under the Service Contract Act. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, paid holidays, paid vacation, paid sick leave and more.

Koniag Advisory Business Solutions is seeking an Information Technology Specialist II (Customer Support) position to supplement existing IT staff supporting the Indian Health Service (IHS), Oklahoma City Area Office (OCAO). This position plays a crucial role in providing technical assistance and support to ensure smooth IT operations to the IHS network of hospitals, clinics, and health stations on or near Indian reservations.

This is an onsite position located at the IHS, OCAO.

The successful candidates possess CompTIA A+ Certification, experience with remote support tools, knowledge of inventory management processes, experience creating technical documentation and knowledge base articles. Additionally, experience working in a healthcare environment or familiarity with Indian Health Service systems is a plus.

Essential Functions, Responsibilities & Duties may include, but are not limited to:

• Using a customer-focused approach, provide professional support and technical assistance
• Interact with customers via telephone or in-person and enter IT support requests into a web-based (Service Now) incident management system
• Provide information to customers in a calm and respectful manner at all times.
• Search knowledge bases, policy documents, ticketing systems, and other references to find answers to customer inquiries and clearly communicate information without excessive technical jargon.
• Quickly escalated high priority issues to your team lead, supervisor, or relevant managers in other offices and clearly communicate relevant information.
• Provide resolution to well-documented IT incidents and service requests within the prescribed service level agreements, response times, and resolve times.
• Install new equipment such as docking stations, computers, monitors, printers, headsets, and other accessories with supervision or direct guidance.
• Install software and issue licenses.
• Provide remote or on-site desktop support to troubleshoot common incidents with clearly documented troubleshooting steps with supervision or direct guidance.
• Perform physical equipment and networking set-up and moves.
• Accountable for complying with the agency-wide information security program. Safeguards Federal information and information systems from a known or reasonably suspected information security threat, vulnerability, or risk.
• Ensures the rigorous application of information security/information assurance policies, principles, and practices in the delivery of IT products and services.
• Ensures implementation of security requirements and security practices with all duties to minimize risk to the organization.
• Open, issue and resolve trouble tickets using Service Now for IT problems.
• Provide ticket metric reports monthly and as needed.

Education and Experience:

Required:

• Desktop/laptop, printer/peripherals, software, hardware, and network printer support
• Active Directory experience (user accounts, user moves)
• Experience with an IT ticket tracking system, preferable Service Now
• Strong interpersonal and communication skills
• Ability to explain technical concepts in non-technical terms
• Proficiency in troubleshooting Windows operating systems and applications
• Knowledge of basic networking concepts
• Experience with user account management and permissions
• Ability to work independently and as part of a team
• Understanding of information security best practices
• Commitment to customer service excellence
• Knowledge of Privacy Act requirements and information protection protocols
• Ability to maintain confidentiality with sensitive information

Desired Skills and

Competencies:

• CompTIA A+ Certification
• Experience working in a healthcare environment
• Familiarity with Indian Health Service systems
• Experience with remote support tools
• Knowledge of inventory management processes
• Experience creating technical documentation and knowledge base articles

Security Clearance, Credentialing and Privacy Requirements:

• Must secure a Tier II favorable adjudication as determined by the IHS.
• Credentialing, privileging, and background clearance must be completed before services can be rendered to patients.
• In accordance with HHSAR 304.1301, you must adhere to HHS follows National Institute of Standards and Technology (NIST) Federal Information Processing Standards (FIPS) Publication (PUB) Number 201-2, Personal Identity Verification (PIV) of Federal Employees and Contractors, and OMB implementation guidance for personal identity verification.
• This position is covered by…