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