Service Desk Specialist – Tier 2

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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DecisionPoint Corporation

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

🎖️ Defense

💼 Consulting

📦 Logistics

Defense • Consulting • Logistics

DecisionPoint Corporation is a Service Disabled Veteran Owned Small Business specializing in IT modernization and digital transformation for government agencies. They provide comprehensive services including cybersecurity, health IT, and intelligent automation solutions, aimed at improving operational efficiency and effectiveness while ensuring secure cloud migration. Their Centers of Excellence approach drives mission success by addressing the most pressing challenges faced by government entities through innovative technology and expert support.

📋 Description

• 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 across 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 actions in the ITSM platform and ensure accurate categorization and resolution codes • Mentor and guide Tier 1 staff when issues require escalation or deeper investigation • Participate in incident response activities for high-priority or user-impacting events

🎯 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 • Required ITIL v4 Foundation certification • Preferred experience supporting DoD or federal IT environments • Preferred familiarity with IL5 cloud environments and secure configurations • Preferred understanding of application monitoring, telemetry, and diagnostic tools • Strong analytical and troubleshooting skills for complex, multi-layer issues • Excellent written and verbal communication abilities • 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

🏖️ Benefits

• Regular full-time employment • Equal Employment Opportunity and Affirmative Action employer • Consideration for other available positions requiring comparable skills, education, and experience