Senior Help Desk Technician Tier 3 - Secret Clearance

Koniag Government Services; Washington (District of Columbia); Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

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 security clearance to support our government customer in the DC Metro area. This position is for a Future New Business Opportunity.

The role emphasizes engineering diagnostics, restoration, and knowledge capture, with responsibilities spanning ServiceNow, Jira, and collaboration with government stakeholders.

Qualifications

• Three or more years of enterprise application support or help-desk experience.
• Experience with ticket management, structured troubleshooting, and user access issues.
• Ability to document work precisely and communicate with stakeholders.

Responsibilities

• Accept escalated Tier 3 tickets and validate impact, severity, and evidence.
• Diagnose issues across Appian, data, interfaces, and hosting dependencies.
• Restore service through approved workarounds, configuration changes, or escalation.
• Maintain ServiceNow and Jira records with actions and closure evidence.
• Document symptoms, root cause, and known errors for future reuse.

Skills

Tier 3 troubleshooting

Incident management

Knowledge management

Appian diagnostics

Data analysis

Education

Associate or Bachelor’s degree in IT

Relevant IT coursework

Tools

ServiceNow

Jira

Confluence

Splunk

Job description

Tuknik Government Services, LLC, a Koniag Government Services company, seeks a Help Desk Technician Tier 3 with a Secret security clearance to support our government customer in the DC Metro area. This position is for a Future New Business Opportunity.

The role emphasizes engineering diagnostics, restoration, and knowledge capture, with responsibilities spanning ServiceNow, Jira, and collaboration with government stakeholders.