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Koniag · 1 day ago

Senior Tier II Touch Labor Technician

5681 Wood Rd, Huntsville, AL 35808, USA

Full-time

Onsite

Mid, Senior Level

$36.06/hr - $36.06/hr

4+ years exp

Koniag Management Solutions, LLC is seeking a Senior Tier II Touch Labor Technician to support KMS and their government customer at Redstone Arsenal, AL. The role involves providing technical guidance to other technicians, managing lifecycle refresh schedules of end user assets, and interfacing with procurement processes for hardware and software replacement.

Financial ServicesImpact InvestingWealth Management

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

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

Collects and reports ticket metrics and status updates for service requests, incidents, and problem management to the Project Manager

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 platforms for iOS

Experience with workstation imaging, OS deployment, and system provisioning using PXE and similar processes

Strong written and verbal communication skills with the ability to convey technical information to non-technical audiences

Experience supporting and maintaining VTC systems and collaboration platforms (e.g., Microsoft Teams)

Qualification

Secret security clearanceCompTIA Security+ certificationMicrosoft AzureActive DirectoryIT Service ManagementPowerShellDesktop automation supportMobile device managementVTC systems supportTechnical guidanceTroubleshooting methodologiesCustomer service best practicesCoachingMentoringCommunication skills

Required

Secret security clearance

BS degree in computer related field

48-60 months hands on HD Tier II service experience

Must have current CompTIA Security+ certification

Ability to obtain Microsoft Certified: Power Platform Fundamentals (PL-900 Certification) within 6 months of hire