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. 

Our Equal Employment Opportunity Policy

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation 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. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.