Service Desk Tier 2/3 Support
About The Position
AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training. This role provides Tier 2 and Tier 3 user support for all stakeholders of DLSA systems, services, and components, requiring the ability to function and make required decisions independently. Responsibilities include resolving incidents escalated from Tier 1, performing advanced troubleshooting, and providing engineering and technical support. The position supports the day-to-day operation of technology environments, contributes to system stability, and handles longer-term technical support activities, including rolling out new capabilities. Documentation of troubleshooting steps, root cause analysis, and ticket resolution is crucial, as is supporting Service Desk performance in accordance with required service level agreements. Coordination with users, stakeholders, and technical teams is essential for issue resolution and continuity of support services.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or related field; equivalent military training or additional relevant experience may be substituted.
- Active Secret Clearance
- Certifications: Security+
- Minimum 5 Years Experience providing Tier 2 and Tier 3 technical support in an enterprise IT environment is required.
- Strong experience in general IT systems support and advanced troubleshooting is necessary.
- Experience supporting specific systems, applications, or technologies with deeper technical specialization is required.
- Experience with ServiceNow IT ticketing system is required.
- Ability to analyze escalated incidents, determine root cause, and implement corrective actions efficiently is essential.
- Strong written and verbal communication skills are required to support technical stakeholders and end users.
- Ability to work within defined Service Desk SLAs and operational support procedures is required.
Responsibilities
- Provides Tier 2 and Tier 3 user support for all stakeholders of DLSA systems, services, and components.
- Resolves incidents escalated from Tier 1 that require more detailed technical work and analysis.
- Performs advanced troubleshooting, diagnosis, and resolution of system, service, application, and user-impacting technical issues.
- Provides engineering and technical support performed by professionals experienced in general IT systems and trained to achieve expertise in a specific system or technology.
- Supports the day-to-day operation of technology environments and contributes to the stability and high-performance functioning of the system.
- Performs longer-term and strategic technical support activities, including support for rolling out new capabilities.
- Documents troubleshooting steps, root cause analysis, corrective actions, and ticket resolution details in the designated ticketing system.
- Supports Service Desk performance in accordance with required service level agreements, including first point of contact within 24 hours or next business day and resolution within 72 hours from ticket creation.
- Coordinates with users, stakeholders, and technical teams to resolve escalated issues and maintain continuity of support services.
Benefits
- healthcare benefits
- paid leave
- retirement plans
- insurance programs
- education and training assistance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
