Service Desk Specialist – Tier 2

DecisionPoint | Cortek • ,

2d • Remote

About The Position

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.

Requirements

• 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 certification.
• 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.

Nice To Haves

• 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+ certification.
• CompTIA CySA+ certification.
• AWS Cloud Practitioner certification.

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.

Benefits

• Equal Employment Opportunity and Affirmative Action employer
• Will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level