L2 Enterprise Operations Engineer
About this role
Koniag Technology Solutions, Inc a Koniag Government Services company, is seeking a L2 Enterprise Operations Engineer with a Secret security clearance to support KTS and our government customer in Washington, DC. This position is for a Future New Business Opportunity.
Benefits include medical, dental, and vision insurance, 401(k) retirement plan, paid time off, paid parental leave, life and disability insurance, flexible spending accounts, commuter benefits and tuition reimbursement.
Koniag Technology Solutions, Inc a Koniag Government Services company, is seeking an experienced, motivated, and customer-oriented L2 Enterprise Operations Engineer to join our team supporting critical IT service management operations for a government client. The ideal candidate is a skilled technical problem-solver with strong ITIL process knowledge, capable of resolving escalated tickets, coordinating across service providers, and ensuring compliance with federal standards. The L2 Enterprise Operations Engineer serves as an escalation point within the IT Service Management framework, resolving L2-level tickets and coordinating with L1 Service Desk and L3 Subject Matter Experts to ensure timely, compliant issue resolution. This role requires strong technical troubleshooting skills, adherence to ITIL processes, and the ability to work independently on advanced tickets and projects supporting Department of State operations.
Principal responsibilities will include but are not limited to:
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 as 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 broader ITIL processes, including configuration management, change management, release management, service-level management, availability management, capacity management, service continuity management, and information security management. Monitor IT infrastructure using prescribed tools, ensuring systems monitoring configurations provide comprehensive system state awareness.Document all ticket resolutions, escalations, and process changes in accordance with ITSM standards.