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Koniag Government Services · 11 hours ago

L2 Enterprise Operations Engineer

Washington, DC

Full-time

Onsite

Mid Level

3+ years exp

Koniag Government Services is seeking an experienced L2 Enterprise Operations Engineer to support EHS and their government customer in Washington, DC. The role involves managing IT service requests, troubleshooting issues, and ensuring compliance with operational standards.

EnterpriseGovernmentProfessional Services

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Coordinate with IT service center and/or EL1 Service Desk

Execute EL2 Service Request Management, Incident Management, and Problem Management processes

Resolve EL2 tickets, i.e., customer escort, device installation, break-fix, etc

Route and escalate remaining tickets to appropriate EL3 SMEs

Integrate with other service providers, as necessary

Refer unrelated tickets to appropriate entity

Complete EL2 tickets within the target time defined by the SLA

Implement rules and Standard Operating Procedures directed by Diplomatic Security and the FAH or FAM

Maintain trouble-shooting guidelines and directories supporting the Program Office services

Participate in other ITIL processes (configuration management, change management, release management, service-level management, availability management, capacity management, service continuity management, information security management)

Monitor IT infrastructure through prescribed tools and continuously ensure systems monitoring tools are configured to ensure comprehensive system state awareness

Qualification

IT Service Management toolsActive Directory managementTroubleshooting IT hardwareMicrosoft Server Operating SystemsVMWare virtualizationIndependent project work