DecisionPoint Corporation · 2 months ago
Service Desk Specialist – Tier 2
United States
Full-time
Remote
Mid Level
4+ years expDecisionPoint Corporation is seeking multiple Tier 2 Service Desk Specialists to provide advanced technical support for federal and DoD-aligned mission environments. The role involves resolving complex incidents, collaborating with various teams, and ensuring timely resolutions of technical problems.
ConsultingInformation TechnologyInformation Services
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Diagnose and resolve advanced technical issues including SSO failures, permission mismatches, API errors, log anomalies, and configuration-related problems
Review and interpret application, system, and authentication logs to trace root causes
Troubleshoot issues across multiple layers including browser, client, network, CMS, and cloud-hosted environments
Coordinate with cloud engineering, cybersecurity, and application development teams on escalated incidents
Analyze recurring issues, identify trends, and recommend corrective and preventive actions
Support advanced user provisioning, access validation, and permission troubleshooting
Assist in resolving environment-specific differences in DEV, TEST, STAGE, and PROD
Perform validation and testing after patches, configurations, or changes released by engineering teams
Update knowledge base articles with new procedures, troubleshooting steps, and lessons learned
Document all actions thoroughly in the ITSM platform and ensure accurate categorization and resolution codes
Provide mentorship and guidance to Tier 1 staff when issues require escalation or deeper investigation
Participate in incident response activities for high-priority or user-impacting events
Qualification
Required
Must hold an active Top Secret clearance, supported by a Tier 5 background investigation
Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field
Minimum 4 years of IT support or service desk experience, with at least 2 years handling Tier 2-level incidents
Experience analyzing logs, tracing root causes, and diagnosing complex application issues
Experience troubleshooting authentication/SSO problems, access controls, and configuration errors
Experience supporting tickets escalated from Tier 1 and coordinating technical resolutions with engineering teams
Experience documenting technical findings and updating knowledge base articles
Strong understanding of enterprise authentication workflows, SSO, MFA, and identity management systems
Familiarity with API errors, integration points, and JSON-based request/response troubleshooting
Knowledge of log analysis, including Splunk, CloudWatch, ELK, or similar tools
Understanding of ITIL incident, problem, and change management practices
ITIL v4 Foundation
Strong analytical and troubleshooting skills for complex, multi-layer issues
Excellent communication abilities, both written and verbal
Ability to work collaboratively with engineering, cloud, and cybersecurity specialists
Strong attention to detail in documentation and ticket updates
Ability to manage high-priority incidents and competing demands
Preferred
Experience supporting DoD or federal IT environments
Familiarity with IL5 cloud environments and secure configurations
Understanding of application monitoring, telemetry, and diagnostic tools
CompTIA Security+
CompTIA CySA+
AWS Cloud Practitioner
Company
DecisionPoint Corporation
DecisionPoint Corporation, a Service Disabled Veteran Owned Small Business (SDVOSB), is an innovation thought leader in the Defense and Federal communities.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Simon S. Lee
President
Recent News
Washington Technology
2024-11-23
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