L2 Enterprise Operations Engineer

Koniag Government Services, LLC•Washington, DC

12d•$85,000 - $125,000•Onsite

About The Position

Koniag Technology Solutions, Inc., a Koniag Government Services company, is seeking an experienced, customer-oriented L2 Enterprise Operations Engineer to support KTS and a government customer in Washington, DC. This role supports critical IT service management operations for a future business opportunity and is contingent on the contract being awarded. The engineer serves as an escalation point within the IT Service Management framework, resolving L2-level tickets and coordinating with the L1 Service Desk and L3 Subject Matter Experts to ensure timely, compliant issue resolution for Department of State operations. The position calls for technical troubleshooting ability, knowledge of ITIL processes, independent work on advanced tickets and projects, and compliance with applicable federal standards and procedures.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field; equivalent work experience may be substituted.
5–7+ years of experience with IT or computer information systems, preferably in enterprise service management or operations.
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 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 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 required.

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.
Coordinate with other service providers to resolve cross-functional issues.
Refer unrelated tickets to the appropriate entity.
Complete L2 tickets within target resolution times defined by the Service Level Agreement.
Implement rules and Standard Operating Procedures directed by Diplomatic Security and the Foreign Affairs Handbook or Foreign Affairs Manual.
Maintain and update troubleshooting guidelines and directories supporting Program Office services.
Participate in ITIL processes, including configuration, change, release, service-level, availability, capacity, service continuity, and information security management.
Monitor IT infrastructure using prescribed tools and ensure monitoring configurations provide comprehensive system-state awareness.
Document ticket resolutions, escalations, and process changes in accordance with ITSM standards.