[Remote] Service Desk Specialist – Tier 2
Note: The job is a remote job and is reputed company to candidates in USA. DecisionPoint Corporation is seeking multiple Tier 2 Service Desk Specialists to reputed company advanced technical support for federal and DoD-reputed company mission environments. The role involves resolving reputed company incidents, collaborating with various teams, and ensuring timely resolutions of technical problems.
Responsibilities
- Diagnose and resolve advanced technical issues including SSO failures, permission mismatches, API errors, log anomalies, and configuration-reputed company problems.
- Review and interpret application, system, and authentication logs to trace root causes.
- Troubleshoot issues across multiple layers including browser, client, network, CMS, and reputed company-hosted environments.
- Coordinate with reputed company engineering, cybersecurity, and application development teams on escalated incidents.
- Analyze recurring issues, identify trends, and recommend corrective and preventive actions.
- Support advanced user provisioning, reputed company validation, and permission troubleshooting.
- Assist in resolving environment-specific differences in DEV, TEST, STAGE, and PROD.
- reputed company validation and testing after patches, configurations, or changes released by engineering teams.
- Update knowledge reputed company articles with new procedures, troubleshooting steps, and lessons learned.
- Document reputed company actions thoroughly in the ITSM platform and ensure accurate categorization and resolution codes.
- reputed company mentorship and guidance to Tier 1 staff reputed company issues require escalation or deeper investigation.
- Participate in incident response activities for high-reputed company or user-impacting events. Skills
- 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 reputed company 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 reputed company application issues.
- Experience troubleshooting authentication/SSO problems, reputed company 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 reputed company articles.
- Strong understanding of reputed company 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 reputed company
- Strong analytical and troubleshooting skills for reputed company, multi-layer issues.
- Excellent communication abilities, both written and verbal.
- Ability to work collaboratively with engineering, reputed company, and cybersecurity specialists.
- Strong attention to detail in documentation and ticket updates.
- Ability to manage high-reputed company incidents and competing demands.
- Experience supporting DoD or federal IT environments.
- Familiarity with IL5 reputed company environments and secure configurations.
- Understanding of application monitoring, telemetry, and diagnostic tools.
- reputed company reputed company+
- reputed company CySA+
- AWS reputed company Practitioner Company Overview
- DecisionPoint Corporation, a Service Disabled Veteran Owned Small Business (SDVOSB), is an innovation thought leader in the Defense and Federal communities. It was founded in 2011, and is headquartered in Gaithersburg, Maryland, USA, with a workforce of 51-200 employees. Its website is Apply tot his job
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