Help Desk Technician Tier 3

Koniag Government Services, LLC; Oregon; Hybrid; USD 90,000 - 125,000; Full time

Benefits offered by this job

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

Job summary

Tuknik Government Services, LLC, a Koniag Government Services company, seeks a Help Desk Technician Tier 3 with a Secret clearance to support our Army systems program in the DC Metro area. The role emphasizes ownership of escalated issues, diagnostics across Appian and hosting dependencies, and restoration of services in mission-critical environments.

Responsibilities include maintaining ServiceNow/Jira records, coordinating with security teams, and documenting root causes and resolutions.

Qualifications

• Associate or bachelor's degree in information technology or related field.
• Three or more years in enterprise application support or help-desk with escalated troubleshooting.
• Experience with ticket management, structured troubleshooting, SQL/data analysis, application logs, user access, and interface failures.
• Ability to communicate calmly during mission-impacting incidents and document work precisely.
• U.S. citizenship and active security clearance or eligibility for the work start.
• Ability to communicate with Government, technical, and business stakeholders and maintain accurate records.
• Ability to protect classified information and comply with access/training procedures.

Responsibilities

• Accept escalated Tier 3 tickets and validate affected process, environment, severity, and evidence.
• Diagnose issues across Appian, data, interfaces, configuration, authentication, processes, and hosting.
• Restore service through workarounds, data corrections, or engineering escalation.
• Coordinate with Tier 1, Tier 2, DLA PIEE, platform providers, security teams, and partners.
• Maintain linked ServiceNow and Jira records with ownership, actions, and closure evidence.
• Support priority-based response, restoration, and risk escalation to targets.
• Reproduce defects in non-production environments and support regression testing and release.
• Document symptoms, root cause, remedy, known errors, and diagnostic procedures.
• Identify repeat incidents and propose systemic backlog improvements.
• Participate in staggered coverage and after-hours escalation when scheduled.

Skills

Structured troubleshooting

Calm communication

Stakeholder communication

Education

Associate or Bachelor's degree in IT or related field

Tools

ServiceNow

Jira

Confluence

Splunk

Appian

ACWS

VCE

Job description

Tuknik Government Services, LLC a Koniag Government Services company , is seeking a Help Desk Technician Tier 3 with a Secret security clearance to support TGS in supporting our government customer in the DC Metro area. This position is for a Future New Business Opportunity. Benefits include medical, dental, and vision insurance, 401(k) retirement plan, paid time off, paid parental leave, life and disability insurance, flexible spending accounts, commuter benefits and tuition reimbursement. Tuknik Government Services, LLC Koniag Government Services (KGS) is seeking qualified candidates for this role supporting our U.S. Army customer on a large-scale Army contracting systems modernization and automation program. Provides application-specific Tier 3 support for capabilities within the Army's existing four-tier service desk. The technician owns engineering diagnosis through restoration, correction, evidence, knowledge capture, and verified closure. This is a contingent recruiting profile; the opening, employing subsidiary, compensation, work location, and staffing remain subject to final contract authorization.

Essential Functions, Responsibilities & Duties

• Accept properly escalated Tier 3 tickets and validate the affected process, environment, severity, mission impact, evidence, workaround, and prior actions.
• Diagnose issues across Appian, data, interfaces, configuration, authentication, scheduled processes, and hosting dependencies.
• Restore service through approved workarounds, data corrections, configuration changes, or engineering escalation.
• Coordinate with Tier 1, functional Tier 2, DLA PIEE, platform providers, security teams, and partner-system owners while retaining accountability through closure.
• Maintain linked ServiceNow and Jira records with ownership, actions, communications, dependencies, restoration, resolution, and closure evidence.
• Support priority-based response, restoration, and resolution objectives and upscale risks before targets are missed.
• Reproduce defects in non-production environments and support permanent corrections, regression testing, release, and user verification.
• Document symptoms, root cause, remedy, known errors, diagnostic procedures, and reusable knowledge articles.
• Identify repeat incidents and emerging problem trends and recommend systemic backlog improvements.
• Participate in staggered coverage, approved release windows, and after-hours priority-one escalation when scheduled.

Education and Experience Required

• Associate or bachelor's degree in information technology or a related field; additional relevant experience may substitute for education.
• Three or more years of enterprise application support or help-desk experience, including escalated troubleshooting responsibilities.
• Experience with ticket management, structured troubleshooting, SQL or data analysis, application logs, user access, and interface failures.
• Ability to communicate calmly with users and technical teams during mission-impacting incidents and to document work precisely.
• U.S. citizenship and the active security clearance or eligibility required for the assigned work by the start of performance, with ongoing eligibility thereafter.
• Ability to communicate clearly with Government, technical, and business stakeholders and to maintain accurate work records in approved systems.
• Ability to protect Controlled Unclassified Information and classified information, when assigned, and comply with required access, training, and handling procedures.

Education and Experience Desired

• Experience supporting Appian, Army acquisition systems, ACWS, VCE, or another Defense Business System.
• Experience with ServiceNow, Jira, Confluence, Splunk, or comparable service-management and monitoring tools.
• ITIL Foundation, Appian, database, or cloud certification.
• Required Skills and Competencies: Tier 3 application troubleshooting; Incident, problem, and knowledge management; Appian, data, interface, and access diagnostics;
• Service-level documentation and customer communication; Root-cause analysis and regression support.

Work Environment and Travel

Work may occur remotely when authorized or at Government-approved locations. The Tier 3 team supports staggered Government‑business‑day coverage and may participate in after-hours priority‑one incident escalation, approved release windows, or recovery exercises. Classified tickets and system details remain within approved SIPRNet tools and facilities. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Our Equal Employment Opportunity Policy

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.

Koniag Government Services (KGS)

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. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities.

For more information, please visit www.koniag-gs.com.

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