Service Desk Specialist – Tier 2

Overview

DecisionPoint seeks multiple Tier 2 Service Desk Specialists to provide advanced technical support for a large federal and DoD-aligned mission environment. Tier 2 staff resolve complex incidents beyond Tier 1 scope, including application-level troubleshooting, authentication problems, permission issues, configuration diagnostics, and API/integration errors.

Tier 2 specialists work closely with cloud engineering, cybersecurity, application development, and infrastructure teams to ensure timely resolution of deeper technical problems and effective escalation workflows.

This position is fully remote.
Duties & Responsibilities

The Service Desk Specialist – Tier 2 will:
- 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.

Qualifications
Clearance Requirement

Must hold an active Top Secret clearance, supported by a Tier 5 background investigation.
Education (Required)

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
Experience (Required)
-
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.

Technical Knowledge (Required)
- 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.

Technical Knowledge (Preferred)
- Experience supporting DoD or federal IT environments.

- Familiarity with IL5 cloud environments and secure configurations.

- Understanding of application monitoring, telemetry, and diagnostic tools.

Certifications

Required:
- ITIL v4 Foundation

Preferred:
- CompTIA Security+

- CompTIA CySA+

- AWS Cloud Practitioner

Skills
- 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.

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