Advanced Tier 2 IT Service Desk Specialist

Paylocity; Fort Lee (NJ); On-site; USD 60,000 - 90,000; Full time

Job summary

The One 23 Group is seeking a Journeyman Computer User Support Specialist (Tier 2) to join the Global Support Center at DeCA Headquarters. You will provide elevated phone, remote, and ticketed technical support for over 14,000 DeCA personnel globally, managing 6,000 endpoint devices within the DCOE boundary.

You will handle complex Tier 2 escalations, perform advanced remote diagnostics, and coordinate with higher-tier teams for outages, while ensuring proper ticket documentation and adherence

Qualifications

• Experience in IT service desk, call center, or remote enterprise support handling Tier 2 escalations.
• Strong phone customer service skills with ability to de-escalate and guide non-technical users remotely.
• Experience with Windows 10/11 Enterprise, registry, file systems, user profiles, and command-line diagnostics.
• Practical experience with VPN clients and collaboration platforms (Teams, Cisco Jabber).
• Familiarity with Enterprise ITSM tooling (ServiceNow, Remedy/Helix).
• Knowledge of MECM/SCCM agent health and software center installations.

Responsibilities

• Handle complex issues not resolved by Tier 1 scripts or triage.
• Prioritize incidents and work orders by severity and impact; document troubleshooting steps.
• Conduct remote diagnostics to diagnose OS faults, software conflicts, and network issues.
• Perform advanced Active Directory tasks including authentication failures and group policy issues.
• Provide remote support for Cisco AnyConnect VPN, Teams, and Jabber.
• Coordinate with higher-tier engineering for outages requiring escalation.
• Verify client management tooling communication and re-initiate failed software packages.
• Mentor Tier 1 staff and guide ticket categorization and troubleshooting.

Skills

Advanced Call Center

Tier 2 Escalation

Remote Diagnostics

Active Directory

VPN (Cisco AnyConnect)

Microsoft Teams

Cisco Jabber

ServiceNow

Remedy/Helix

SCCM/MECM

Networking (TCP/IP DNS DHCP)

Education

Associate degree or higher

Tools

ServiceNow

Remedy/Helix

MECM/SCCM

Cisco AnyConnect

Microsoft Teams

Cisco Jabber

Active Directory

Job description

The One 23 Group is seeking a Journeyman Computer User Support Specialist (Tier 2) to join the Global Support Center at DeCA Headquarters. You will provide elevated phone, remote, and ticketed technical support for over 14,000 DeCA personnel globally, managing 6,000 endpoint devices within the DCOE boundary.

You will handle complex Tier 2 escalations, perform advanced remote diagnostics, and coordinate with higher-tier teams for outages, while ensuring proper ticket documentation and adherence