[Remote] Service Desk Specialist – Tier 2
Note: The job is a remote job and is open to candidates in USA. DecisionPoint 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.
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. Skills
- 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.
- 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 Overview
- DecisionPoint Corporation, a Service Disabled Veteran Owned Small Business (SDVOSB), is an innovation thought leader in the Defense and Federal communities. It was founded in 2011, and is headquartered in Gaithersburg, Maryland, USA, with a workforce of 51-200 employees. Its website is Apply tot his job
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