L2 Enterprise Operations Engineer

Koniag Services, Inc.; Washington (District of Columbia); Sur place; USD 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Paid parental leave

Life insurance

Disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Résumé du poste

Koniag Technology Solutions, Inc, a Koniag Government Services company, is seeking an experienced L2 Enterprise Operations Engineer with a Secret Clearance to support critical IT service management operations for a government client in Washington, DC. The role emphasizes escalation handling, cross-functional coordination, and adherence to federal standards.

Responsibilities include ticket management across ITIL domains, process execution, and documentation.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field; equivalent work experience may be substituted.
• 5-7+ years of experience in IT or enterprise service management/operations.
• Experience troubleshooting IT hardware in an enterprise setting.
• Experience with Active Directory management (user and device administration).
• Experience using IT Service Management tools such as BMC Remedy or ServiceNow.
• Knowledge of Microsoft Server OS and VMware virtualization technologies.
• Strong ITIL knowledge and ability to work independently on complex tickets and projects.

Responsabilités

• Coordinate with the IT Service Center to manage ticket intake and workflow.
• Execute L2 Service Request, Incident, and Problem Management per defined procedures.
• Resolve L2 tickets including escort, device installation, break-fix, and related tasks.
• Route and escalate unresolved tickets to L3 SMEs with clear documentation.
• Coordinate with other service providers to resolve cross-functional issues.
• Maintain troubleshooting guidelines and ITSM documentation per standards.

Connaissances

ITIL

Active Directory

ServiceNow

VMware

Troubleshooting

Communication

Independent work

Formation

Bachelor's degree in IT or related field

Outils

BMC Remedy

ServiceNow

VMware vSphere

Description du poste

Koniag Technology Solutions, Inc a Koniag Government Services company, is seeking a L2 Enterprise Operations Engineer with a Secret security clearance to support KTS and our government customer in Washington, DC. 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.

Koniag Technology Solutions, Inc a Koniag Government Services company, is seeking an experienced, motivated, and customer-oriented L2 Enterprise Operations Engineer to join our team supporting critical IT service management operations for a government client. The ideal candidate is a skilled technical problem-solver with strong ITIL process knowledge, capable of resolving escalated tickets, coordinating across service providers, and ensuring compliance with federal standards.

The L2 Enterprise Operations Engineer serves as an escalation point within the IT Service Management framework, resolving L2-level tickets and coordinating with L1 Service Desk and L3 Subject Matter Experts to ensure timely, compliant issue resolution. This role requires strong technical troubleshooting skills, adherence to ITIL processes, and the ability to work independently on advanced tickets and projects supporting Department of State operations.

Principal responsibilities will include but are not limited to:

• Coordinate with the IT Service Center and/or EL1 Service Desk to manage ticket intake and workflow.
• Execute L2 Service Request Management, Incident Management, and Problem Management processes in accordance with defined procedures.
• Resolve L2 tickets, including customer escort, device installation, break-fix, and related technical support tasks.
• Route and elevate unresolved tickets to appropriate L3 Subject Matter Experts, ensuring clear documentation and handoff.
• Integrate and coordinate with other service providers as necessary to resolve cross-functional issues.
  Refer unrelated tickets to the appropriate entity to maintain efficient service delivery.
  Complete L2 tickets within target resolution times as defined by the Service Level Agreement (SLA).
  Implement rules and Standard Operating Procedures directed by Diplomatic Security and the Foreign Affairs Handbook (FAH) or Foreign Affairs Manual (FAM).
• Maintain and update troubleshooting guidelines and directories supporting Program Office services.
  Participate in broader ITIL processes, including configuration management, change management, release management, service-level management, availability management, capacity management, service continuity management, and information security management.
• Monitor IT infrastructure using prescribed tools, ensuring systems monitoring configurations provide comprehensive system state awareness.
  Document all ticket resolutions, escalations, and process changes in accordance with ITSM standards.

Education and Experience:

• Required:
• Bachelor's degree in Information Technology, Computer Science, or related field; equivalent work experience may be substituted in lieu of degree.
• 5-7+ years of experience with IT or computer information systems, preferably in an enterprise service management or operations environment.
• Experience troubleshooting IT hardware in an enterprise setting.
• Experience with Active Directory management, including user and device administration.
• Experience using IT Service Management (ITSM) tools such as BMC Remedy or ServiceNow for incident, problem, and request management.
• Knowledge of Microsoft Server Operating Systems and VMware virtualization technologies.
• Required Skills and Competencies:
• Strong written and verbal communication skills, with the ability to interact effectively with EL1, EL3, and cross-functional service provider teams.
• Ability to work independently on advanced tickets and projects with minimal supervision.
• Strong knowledge of ITIL framework processes, including incident, problem, change, and configuration management.
• Ability to prioritize and manage multiple tickets simultaneously while meeting SLA-defined resolution times.
• Ability to implement and adhere to Standard Operating Procedures directed by Diplomatic Security, FAH, or FAM.
• Strong troubleshooting skills across hardware, Active Directory, and virtualized server environments.
  Ability to maintain accurate documentation, including troubleshooting guides and ticket resolution records.
• Ability to obtain and maintain the required security clearance/suitability determination.
• Ability to escape and coordinate effectively with EL3 SMEs and external service providers.
• Desired Skills and Competencies:
• Experience supporting federal government IT environments, particularly Department of State systems.
• Familiarity with Diplomatic Security policies and procedures.
• ITIL Foundation certification or higher.
• Experience with systems monitoring tools and configuration for enterprise-wide state awareness.
• Relevant industry certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications.
• Experience mentoring or providing guidance to L1 Service Desk staff.

Clearance Requirement:

• Secret Security clearance

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 characteristicprotected 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 website, please get in touch with Heaven Wood via e-mail at [e-mail] or by calling 703-488-9377 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. As a wholly owned subsidiary of KGS, 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