L2 Enterprise Operations Engineer

Koniag Government Services•Washington, DC

11d•Onsite

About The Position

Koniag Technology Solutions, Inc., a Koniag Government Services company, is seeking an experienced, motivated, and customer-oriented L2 Enterprise Operations Engineer to support KTS and a government customer in Washington, DC. This position is for a future new business opportunity and supports critical IT service management operations for a government client, including Department of State operations. The role serves as an escalation point in the IT Service Management framework, resolving L2-level tickets and coordinating with L1 Service Desk staff, L3 Subject Matter Experts, and other service providers to ensure timely, compliant issue resolution. The position requires strong technical troubleshooting skills, adherence to ITIL processes, and the ability to work independently on advanced tickets and projects. A Secret security clearance is required. The employee will apply defined procedures and Service Level Agreement targets, follow rules and Standard Operating Procedures directed by Diplomatic Security and the Foreign Affairs Handbook or Foreign Affairs Manual, maintain support documentation, and monitor IT infrastructure using prescribed tools. The role also participates in a broad range of ITIL service management processes and documents ticket resolutions, escalations, and process changes in accordance with ITSM standards.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent work experience may be substituted for a 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 tools such as BMC Remedy or ServiceNow for incident, problem, and request management.
Knowledge of Microsoft Server Operating Systems and VMware virtualization technologies.
Strong written and verbal communication skills and 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 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 or suitability determination.
Ability to escalate and coordinate effectively with EL3 SMEs and external service providers.
Secret security clearance.

Nice To Haves

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.

Responsibilities

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 escalate 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 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 configuration, change, release, service-level, availability, capacity, service continuity, and information security management processes.
Monitor IT infrastructure using prescribed tools and ensure systems monitoring configurations provide comprehensive system-state awareness.
Document ticket resolutions, escalations, and process changes in accordance with ITSM standards.