L2 Enterprise Operations Engineer

• 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.

• 3-5+ years of experience with IT or computer information systems
• Experience with troubleshooting IT hardware
• Experience with Active Directory management
• Experience with the use of IT Service Management (ITSM) tools, including BMC Remedy or ServiceNow
• Knowledge of Microsoft Server Operating Systems and VMWare virtualization
• Ability to work independently on projects and advanced tickets.
• Bachelor’s Degree in related-field or equivalent experience.

Clearance Requirement:

• Top Secret security clearance

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.

Eagle Harbor Solutions, a Koniag Government Services company, is seeking an experienced L2 Enterprise Operations Engineer with a Top Secret security clearance to support EHS and our government customer in Washington, DC. This position is for a Future New Business Opportunity., 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 www.koniag-gs.com .