Senior Tier II Touch Labor Technician

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.
The Senior Tier II Touch Labor Technician required to perform all Tier I and Tier II activities. The Senior Tier II Touch Labor technician provides technical guidance to other tiered technicians to develop, implement and resolve workarounds, breaks, fixes, repairs, and serves as oversight for all incident/problem resolutions. They manage the lifecycle refresh schedules of end user assets, is responsible for maintaining warranty, and the management of bench stock. They directly interface with the government APMS ITAS procurement processes for replacement of hardware, software, teleconferencing devices, SIPR devices, VOIP phone devices, existing VTC suite maintenance, ancillary end user devices, mobility device distribution and decommissioning processes. The ideal candidate will track and provide metrics or other reports to the Program Manager and/or government representative as requested.
Essential Functions, Responsibilities & Duties may include, but are not limited to:
• Responsible for all I and II activities and provides oversight to ensure all help desk deliverables and services are met.
• Knowledge of a wide range of applications, operating systems, protocols, IT equipment, techniques, requirements, methods, and procedures to provide desktop automation support to customer base.
• Knowledge of cloud platforms (e.g., Azure) and IT support methodologies, including troubleshooting, system recovery, and resolution of hardware and software issues.
• Knowledge of customer support concepts including installed operating systems, and IT infrastructure to serve as a senior technical analyst responsible for diagnosing and resolving complex escalated issues.
• Knowledge of operating systems principles, methods, and functionality to manage and optimize the current systems environment, including performance tuning and system administration.
• Knowledge of desktop and system automation techniques, with the ability to evaluate, recommend, and advise on emerging technologies and process improvements.
• Performs qualitative and quantitative techniques to evaluate help desk program effectiveness.
• Possess specialized knowledge of Microsoft software products and skill in configuring system components such as disk drives, printers, network devices, and other peripherals to support end-user and enterprise operating environments.
• Working knowledge of, and skill in, applying maintenance concepts and methods to troubleshoot system problems.
• Working knowledge of and experience working with Active Directory.
• Working knowledge of and experience working with secured and unsecured networks.
• Advanced working knowledge of and experience working with Microsoft Azure, Intune, EntraID including a working knowledge of the Army Unified Directory Service (AUDS).
• Performs and is responsible for the team’s root cause analysis and documentation of workarounds.
• Ensures workarounds and other fixes are socialized to all locations and works with the Knowledge Manager to update the Knowledge Library.
• Ensures drawings, SOPs, operational manuals, asset management, decommissioning and other documentation is updated.
Operational Reporting:
• Collects and reports ticket metrics and status updates for service requests, incidents, and problem management to the Project Manager.
Performance Management:
• Analyzes and provides performance metrics and trend data in coordination with government leadership and the Service Level Manager to support continuous service improvement.
• Responsible for maintaining a knowledge base of relevant information, articles and SOPs pertaining to the daily operations of the Help Desk.
• Working knowledge of PowerShell and using PowerShell scripting for workstation management tasks.
• Working knowledge of Microsoft Power Platform applications, including Power Automate, Power Apps, and Power BI tools.
• Mentors, coaches, and trains junior help desk technicians with technical skills, troubleshooting methodologies, customer service best practices, and Army cultural awareness to build a capable and mission-aligned support team.
• Experience with IT Service Management (ITSM) platforms such as ServiceNow or similar ticketing systems for incident, problem, and change management.
• Knowledge of mobile device management (MDM) solutions and enterprise mobility platform