Help Desk Specialist (Tier II)
About The Position
DecisionPoint Corporation is seeking a Tier II Help Desk Specialist to support our U.S. Transportation Command (USTRANSCOM) Integrated Booking System (IBS) program. This role is responsible for providing advanced technical support to end users and resolving system-related issues for mission-critical transportation and logistics applications.The Tier II Help Desk Specialist serves as an escalation point for Tier I support, troubleshooting complex issues, analyzing system behavior, and coordinating with development, infrastructure, and cybersecurity teams to resolve incidents. This role plays a critical part in maintaining system availability, user satisfaction, and operational continuity.The ideal candidate brings strong technical troubleshooting skills, experience supporting enterprise applications, and the ability to communicate effectively with both users and technical teams.
Requirements
- Active Secret Clearance
- IAT Level II certification (CompTIA Security+ CE preferred)
- Minimum 3+ years of experience in help desk, technical support, or system administration roles
- Experience troubleshooting enterprise applications and systems
- Familiarity with ticketing systems (e.g., Jira, ServiceNow)
- Strong understanding of Windows and/or Linux environments
- Strong problem-solving and analytical skills
- Excellent communication and customer service skills
- Ability to work in a fast-paced environment
Nice To Haves
- Experience supporting DoD or USTRANSCOM systems
- Familiarity with web-based applications (Angular/Java)
- Experience reviewing application or system logs
- Basic understanding of databases and SQL
- Experience with ITIL processes (incident, problem, change management)
Responsibilities
- Provide Tier II technical support for IBS users, resolving system, application, and access-related issues
- Serve as an escalation point for Tier I help desk support, handling complex or unresolved issues
- Troubleshoot and diagnose application, system, and integration issues
- Analyze logs, error messages, and system behavior to identify root causes
- Coordinate with development, database, and infrastructure teams to resolve issues
- Document, track, and manage incidents using ticketing systems (e.g., Jira, ServiceNow)
- Support user account management and access requests in accordance with security policies
- Provide timely updates to users regarding issue status and resolution
- Assist in identifying recurring issues and contribute to root cause analysis
- Develop and maintain knowledge base articles and support documentation
- Support system deployments and provide post-release support
- Ensure compliance with DoD security requirements and operational procedures
- Participate in on-call support and after-hours activities as required
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
11-50 employees
