Tier II Touch Labor Technician
Koniag Management Solutions

Job Info

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Koniag Management Solutions, a Koniag Government Services company, is seeking an experienced Tier II Touch Labor Technician with a DISC Secret Clearance to support KMS and our government customer in New Cumberland, Pennsylvania.

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.

Position Overview:
Responds to service requests, creates, and tracks through closure, service and incident tickets, troubleshoots issues over the phone, by email or in person, responsible for scheduling VTCs, meeting suites, and teleconferences and maintains the master calendar for these requests. Assists with documentations and distribution or collection of outgoing and incoming hardware and software asset management, escalates tickets to the appropriate tier level or service level.

Essential Functions, Responsibilities & Duties may include, but are not limited to:

• Respond to end user requests
• Create and track Service Request Tickets through resolution using TMT
• Incident/Problem Response and ticket escalation
• Incident/Problem resolution metrics and documentation
• Asset management, hardware, software and ancillary devices distribution and tracking
• Service requests for VTCs, teleconferencing and room event working knowledge of laptops desktops, software, and other end user devices such as printers, mobility and ancillary end user devices.
• Basic account maintenance knowledge (e.g., password resets, name changes).
• Will be required to prioritize and escalate tickets to Tier II and III support IAW ASAE Standard Operation Procedures.
• Will be required to track tickets from creation to closure, for incident and issue management, root cause documentation and ticket escalations to other tier levels.
• Are required to schedule and maintain meeting rooms / VTCs and other teleconference services, routing tickets to higher tier levels if needed for support.
• Assist in trouble shooting issues over the phone/Teams or desk side (touch labor).
• Assist with producing knowledge support artifacts.
• Documents to asset distribution, repair, and decommissioning documents, SOPs, security, TTPs, manuals, hand receipts and other documentation as requested.
• Provide FMS web applications and above baseline application support.

Work Experience, Knowledge, Skills & Abilities:

• Must meet IA level two elevated rights.
• 1-3 years of work experience in similar areas and technologies as stated herein.
• AS degree in an IT related field or 8 years of service desk support experience.
• Proficiency in learning applications and providing support directly to an individual through a variety of communication channels including phone, web, and collaborative chat.
• Excellent verbal and written communication skills.
• Proficient with Microsoft Office Suite, Teams, SharePoint, or related software.

Working Environment & Conditions
This job operates in a professional office environment and has a noise level of mostly low to moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The incumbent is required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The workload may require the incumbent to sit for extended periods of time. The incumbent must be able to read, do simple math calculations and withstand moderate amounts of stress. The incumbent must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

Our Equal Employment Opportunity Policy
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender, or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information, or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352

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