Tier 2 Support Specialist

1 week ago

Washington DC United States DecisionPoint Corporation Full time

Tier 2 Support Specialist - Junior

ID: 2024-2660

Job Locations: US-DC-Washington | US-MD-Beltsville

Category: Information Technology

Type: Regular Full-Time

Overview

DecisionPoint Corporation is seeking a Tier 2 Support Specialist - Junior to provide essential IT support to the USDA Customer Experience Center (CEC). This role involves assisting end users with technical issues, managing service tickets, and ensuring timely and effective resolutions to maintain a seamless IT environment. The position is on-site, supporting USDA's commitment to high-quality, accessible IT services.

Duties & Responsibilities
  • Respond to end-user technical support requests via telephone, email, and in-person interactions.
  • Identify, research, and resolve technical issues related to hardware, software, and network access.
  • Utilize USDA's IT service management (ITSM) system (e.g., BMC Remedy Helix or ServiceNow) to document, track, and monitor issues for timely resolution.
  • Update tickets regularly with troubleshooting steps, ensuring accuracy and completeness of information.
  • Support deployment and setup of workstations, peripherals, and telecommunications equipment, including assisting with configurations and connectivity issues.
  • Maintain up-to-date asset records by tracking equipment movements, deployments, and disposals in USDA's ITSM asset module.
  • Assist in managing the loaner equipment program, ensuring devices are ready for immediate use.
  • Follow USDA's protocols for escalating unresolved issues to Tier 2 Mid or Tier 3 support, including documenting all necessary ticket details.
  • Support account management tasks, such as unlocking user accounts, managing group memberships, and assisting users with basic Active Directory functions.
Qualifications
  • Ability to obtain a Public Trust Clearance.
  • Associate's Degree in Information Technology, Computer Science, or related field, or equivalent experience.
  • Minimum of 1 year of IT support experience.
  • Familiarity with IT service management tools (e.g., BMC Remedy Helix or ServiceNow).
  • Basic troubleshooting skills for common IT issues, including hardware and software problems.
  • Strong customer service orientation with excellent communication skills.
  • Certifications preferred: CompTIA A+, ITIL Foundations, or HDI Support Center Analyst.

The salary range for this role is $54k to $59k.

DecisionPoint provides a comprehensive benefits package including Medical, Dental, Vision, Life Insurance, Short-Term Disability, Long-Term Disability, 401(k) Match, Health Savings Account, Flexible Spending Account, Training Reimbursement, Education Assistance, Paid Time Off, and Holidays.

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.
  • 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.
#J-18808-Ljbffr

  • Tier 2 Support Specialist

    1 week ago

    Washington, DC, United States DecisionPoint Corporation Full time

    Tier 2 Support Specialist - Mid ID: 2024-2661 Job Locations: US-DC-Washington | US-MD-Beltsville Category: Information Technology Type: Regular Full-Time Overview DecisionPoint Corporation is seeking a Tier 2 Support Specialist - Mid to provide in-depth technical support for the USDA Customer Experience Center (CEC). The role requires expertise in...

  • Tier II Service Desk Specialist

    1 week ago

    Washington, DC, United States NuAxis Innovations Full time

    We are a federal IT company on a mission to make customer experience (CX) the center of every government solution. If you are interested in applying for this job, please make sure you meet the following requirements as listed below. Technology is our Passion. People are our Purpose. We know tech, but we love people. NuAxis is home to thinkers and feelers,...

  • Tier II Service Desk Specialist

    7 days ago

    Washington DC, United States NuAxis Innovations Full time

    We are a federal IT company on a mission to make customer experience (CX) the center of every government solution. Technology is our Passion. People are our Purpose. We know tech, but we love people. NuAxis is home to thinkers and feelers, engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for...

  • Tier 2 Technician

    3 weeks ago

    Washington, United States MFA Co Full time

    Position Summary The Tier 2 Technician has a mix of technical and customer service skills, and exhibits a passion for technology and helping people. Through analysis, repair, and maintenance, the Tier 2 Technician ensures that local and network computer hardware, software, systems, and related peripheral equipment are operating optimally. The Tier 2...

  • Senior Service Desk Specialist

    1 week ago

    Washington, United States ManTech Full time

    Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International, you’ll help protect our national security while working on innovative projects that offer opportunities for advancement. Currently, ManTech is seeking a motivated, career and customer-oriented Senior...

  • Senior Service Desk Specialist

    1 week ago

    Washington, United States ManTech Full time

    Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International, you’ll help protect our national security while working on innovative projects that offer opportunities for advancement. Currently, ManTech is seeking a motivated, career and customer-oriented Senior...

  • IT Support Technician

    4 weeks ago

    Washington, United States BDR Solutions Full time $68,000 - $72,000

    BDR Solutions, LLC, (BDR) supports the U.S. Federal Government in successfully achieving its mission and goals. Our service and solution delivery starts with understanding each client's end-state, and then seamlessly integrating within each Agency's organization to improve and enhance business and technical operations and deployments.BDR is seeking an IT...

  • IT Support Technician

    1 month ago

    Washington, United States BDR Solutions Full time $68,000 - $72,000

    BDR Solutions, LLC, (BDR) supports the U.S. Federal Government in successfully achieving its mission and goals. Our service and solution delivery starts with understanding each client's end-state, and then seamlessly integrating within each Agency's organization to improve and enhance business and technical operations and deployments.BDR is seeking an IT...

  • Personal Computer Support Technician

    4 weeks ago

    Washington, United States Leidos Full time

    Description Leidos is looking to improve and advance our organization. Our program is focused on the delivery of end-user centric IT technology solution to our Centers of Medicare and Medicaid (CMS) customer where we are challenged to provide ongoing innovative and seamless experience while using CMS systems, applications and solutions, provide proactive...

  • Tier II Service Desk Specialist

    1 week ago

    Washington, United States NuAxis Innovations Full time

    We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.If you are interested in applying for this job, please make sure you meet the following requirements as listed below. Technology is our Passion. People are our Purpose. We know tech, but we love people. NuAxis is home to thinkers and feelers,...

  • NOSC Tier 2 Technical Team Lead

    2 weeks ago

    Washington, Washington, D.C., United States Sev1Tech Full time

    Job Responsibilities:Sev1Tech is seeking a highly skilled Network Operations Security Center (NOSC) Tier 2 Technical Team Lead to provide daily management and oversight to a team of technicians providing support for a 24x7x365 NOSC on a large government program.The ideal candidate will have expertise in network protocols such as OSPF, BGP, and EIGRP, as well...

  • Service Desk Specialist- Tier 3

    1 week ago

    Washington, United States ManTech Full time

    Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International, you’ll help protect our national security while working on innovative projects that offer opportunities for advancement. Currently, ManTech is seeking a motivated, career and customer-oriented Service Desk...

  • Service Desk Specialist

    2 weeks ago

    Washington, United States ManTech Full time

    Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International, you’ll help protect our national security while working on innovative projects that offer opportunities for advancement.Currently, ManTech is seeking a motivated, career and customer-oriented Service Desk...

  • Tier 2 SOC Lead

    1 week ago

    Washington, United States Tyto Athene, LLC Full time

    Tyto Athene is searching for a Tier 2 SOC Lead to support a law enforcement customer in Washington DC. We believe our Security Operations Center (SOC) analysts form the backbone of our cybersecurity services. This candidate will play a critical role in conducting in-depth analyses and responding to incidents of potential cyber threats facing our clients. In...

  • Tier 2 SOC Lead

    2 weeks ago

    Washington, United States Tyto Athene, LLC Full time

    Tyto Athene is searching for a Tier 2 SOC Lead to support a law enforcement customer in Washington DC. We believe our Security Operations Center (SOC) analysts form the backbone of our cybersecurity services. This candidate will play a critical role in conducting in-depth analyses and responding to incidents of potential cyber threats facing our clients. In...

  • Tier 2 SOC Lead

    2 months ago

    washington, United States Tyto Athene, LLC Full time

    Tyto Athene is searching for a Tier 2 SOC Lead to support a law enforcement customer in Washington DC. We believe our Security Operations Center (SOC) analysts form the backbone of our cybersecurity services. This candidate will play a critical role in conducting in-depth analyses and responding to incidents of potential cyber threats facing our clients. In...

  • Tier 2 SOC Lead

    1 month ago

    washington, United States Tyto Athene, LLC Full time

    Tyto Athene is searching for a Tier 2 SOC Lead to support a law enforcement customer in Washington DC. We believe our Security Operations Center (SOC) analysts form the backbone of our cybersecurity services. This candidate will play a critical role in conducting in-depth analyses and responding to incidents of potential cyber threats facing our clients. In...

  • Tier 2 SOC Lead

    2 months ago

    Washington, United States Tyto Athene, LLC Full time

    Tyto Athene is searching for a Tier 2 SOC Lead to support a law enforcement customer in Washington DC. We believe our Security Operations Center (SOC) analysts form the backbone of our cybersecurity services. This candidate will play a critical role in conducting in-depth analyses and responding to incidents of potential cyber threats facing our clients. In...

  • IT Support Specialist

    2 weeks ago

    Washington, Washington, D.C., United States BlueWater Federal Solutions Full time

    About the RoleWe are seeking a highly skilled IT Support Specialist to join our team at BlueWater Federal Solutions. This is an exciting opportunity to work on a wide range of IT services and support our Department of Energy program.Job SummaryThe successful candidate will provide Tier 1 and Tier 2 Help Desk support to our user community, utilizing various...

  • Tier 1 and 2 Application System Administrator

    2 weeks ago

    Washington, United States BreakForth Solutions Inc. Full time

    Position Information: BreakForth Solutions is seeking a Tier 1 and 2 Application Systems Administrator to support our federal customers. The successful candidate will be part of a technical team, researching, resolving, and responding to end-user issues and problems for high-priority applications. In this position, the System Administrator will support the...