Role Description Tuknik Government Services, LLC, a Koniag Government Services company, is seeking a Help Desk Analyst to support TGS and our government customer. The position is remote. Essential Functions, Responsibilities & Duties may include, but are not limited to: - Provide excellent customer service and solve problems requiring a diverse technical capability (primarily for the Windows Desktop operating system with Microsoft Office 365, Microsoft Office Suite, and various standard applications (COTS). - Technically proficient with Windows 11, Intune, TCP/IP, Wi-Fi, smartphones, tablets, printers and typical office automation application support. - Remote computer support (Beyond Trust / Bomgar). - Owning, tracking and resolving Information Technology (IT) incidents and requests using the Remedy Helix ITSM. - Fulfilling requests and resolving incidents within SLAs on a daily basis to ensure service related issues are identified and resolved within established SLAs. - Responding to alerts and escalations and working with both user and IT support groups to come up with strategic solutions to recurring problems. Qualifications - At least 1 year of relevant experience. - Associate’s degree or equivalent work experience. - CompTIA A+ certified (preferred). - HDI certified (preferred). Requirements - Ability to obtain Government Security Clearance. Benefits - Competitive compensation. - 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. Company Description 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 . Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352.

Role Description This is a fully remote role and will be part of our TraceGains Technical Support Team. This is a Day shift position. Reporting to the Director of Technical Support, the Technical Customer Support Representative provides technical assistance to TraceGains customers via phone, email, and chat. This role supports daily operational needs by troubleshooting platform issues, documenting solutions, and collaborating with cross-functional teams to ensure timely and effective resolution of customer inquiries. The role requires strong communication skills, technical aptitude, and the ability to work within a global, fast-paced SaaS support environment. - Respond to inbound customer inquiries via phone, email, and chat in a timely and professional manner. - Utilize and navigate TraceGains products to resolve customer inquiries and concerns. - Guide customers through issue resolution steps with patience and clarity. - Manage multiple support cases concurrently while maintaining service quality standards. - Provide excellent customer service and a high level of professionalism when handling customer questions, inquiries, and issues. - Document customer interactions, troubleshooting steps, and resolutions in Zendesk. - Maintain working knowledge of TraceGains products and supported workflows. - Escalate complex issues to appropriate internal teams (R&D, QA, Product, Implementation). - Collaborate with cross-functional teams to support issue resolution and customer satisfaction. - Ability to accept and implement coaching and feedback to achieve individual or team performance objectives. - Other responsibilities as assigned. Qualifications - Associate or bachelor’s degree or equivalent combination of technical training and work experience. - A minimum of 2 years in SAAS support OR a minimum of 2 years in software application/installation support. Requirements - Strong verbal and written English communication skills. - Demonstrated problem-solving and analytical abilities. - Ability to work independently while contributing effectively to a team environment. - Strong organizational and multitasking skills. - Customer-focused mindset with attention to detail. - Occasional travel required for department meetings, all company events, in-person seminars/networking events, etc. which may include overnight stays. - Experience supporting enterprise SaaS platforms. - Familiarity with ticketing systems such as Zendesk. - Experience supporting global customers in food, beverage, CPG, or regulated industries. Benefits - Health, dental, vision, life insurance, AD&D, STD, and LTD coverage, supplemental (accident, hospital & indemnity, and hospital) coverage, paid parental leave, pet insurance, identity theft, and more! - Fully remote work environment. - Flexible paid time off available on your date of hire. - A 401(k) plan and company match for saving for your future. - Advancement opportunities and promoting from within.

• Lead and manage multiple teams of IT professionals, including network engineers, systems administrators, and operations staff, fostering a culture of collaboration, innovation, and continuous improvement. • Develop team capabilities through mentoring, training, and performance management. • Work closely with senior leadership to develop and execute the infrastructure and operations strategy, aligning it with the organization’s broader IT and business objectives. • Coordinate cross-functional efforts, ensuring effective communication and collaboration across teams and departments. • Contribute to the development and implementation of infrastructure strategies that support the organization’s long-term goals and objectives. • Oversee the design, deployment, and maintenance of all infrastructure components, including servers, networks, storage, and data centers. • Drive continuous improvement of infrastructure performance, reliability, and scalability. • Manage the day-to-day operations of IT systems, ensuring high availability, performance, and security. • Establish and enforce best practices, processes, and procedures for IT operations, including incident, problem, and change management. • Ensure that all systems and operations are compliant with industry standards, regulations, and company policies. • Provide advanced technical guidance and support to teams, particularly in solving complex technical challenges. • Lead complex infrastructure projects, from planning and design through to implementation and evaluation. • Collaborate with stakeholders to define project requirements, timelines, and resources, ensuring projects are delivered on time and within budget. • Manage vendor relationships, contracts, and service agreements, ensuring that third-party services meet company standards. • Oversee the implementation and management of robust security protocols to protect IT systems and data. • Conduct regular risk assessments and audits to identify vulnerabilities and ensure compliance with security policies.

Role Description The IT Support Analysts will help in resolving a variety of technical problems. - Works on complex assignments requiring a high degree of initiative. - Requires minimal oversight and is proactive. - May act as a team leader. Your Roles and Responsibilities: - Lead incoming help requests from end users in a courteous manner. - Document all pertinent end user identification information, including name, department, contact information, and nature of problem. - Build rapport and elicit problem details from help desk customers. - Prioritize and schedule problems. - Escalate problems, when required, to the appropriate experienced technician. - Apply diagnostic utilities to aid in troubleshooting. - Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. - Identify and learn appropriate software and hardware used and supported by the organization. - Install new PCs, both desktop and notebooks, for new and existing users, including hardware setup, software installs, wiring, and training. - Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position. Qualifications - Associate's degree (A.A) or equivalent from two-year college or technical school and 8+ years’ related experience and/or training; or equivalent combination of education and experience. - Networks with key contacts outside own area of expertise. - Determines methods and procedures on new assignments and may coordinate activities of other personnel. - Knowledge of basic computer hardware and software. - Familiarity with desktop and server operating systems. - Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. - Ability to conduct research into a wide range of computing issues as required. - Ability to present ideas in a user-friendly manner. - Analytical and problem solving abilities. - Exceptional customer service orientation. Requirements - Knowledge of various operating systems and databases. - Knowledge of various programming languages. Physical Demand & Work Environment - Must have the ability to perform office-related tasks which may include prolonged sitting or standing. - Must have the ability to move from place to place within an office environment. - Must be able to use a computer. - Must have the ability to communicate effectively. - Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers.