Elite IT Service Desk Specialist (Tier 2)

RiseMe; Fort Lee (NJ); On-site; USD 70,000 - 90,000; Full time

Job summary

The One 23 Group, supporting DeCA Headquarters, seeks a Journeyman Computer User Support Specialist (Tier 2) for the Global Support Center in Fort Lee, NJ. You will provide elevated phone, remote, and ticketed support to 14,000+ DeCA personnel and manage ~6,000 endpoint devices.

In this role you troubleshoot complex OS, network, and application incidents, document findings in ServiceNow/Remedy, and coordinate with higher-tier engineers or field technicians when needed.

Qualifications

• Associate degree or higher with 3+ years in a Windows computing environment.
• Active DoD Baseline Certification at Intermediate level or higher before starting work (e.g., Security+ CE, CySA+, CCNA-Security).
• Active DoD Secret Clearance (favorable T3) required before first day.

Responsibilities

• Handle Tier 2 incidents with advanced remote diagnostics and troubleshooting.
• Manage and prioritize incident tickets and work orders based on severity and impact.
• Perform advanced AD tasks, including authentication fixes and OU placements.
• Provide remote support for VPN, Teams, and Jabber; coordinate with higher-tier teams as needed.
• Verify MECM/SCCM agent health and software deployments remotely.
• Mentor Tier 1 staff on escalation handling and SOPs.

Skills

Tier 2 escalations

Windows 10/11

Active Directory

GPO

VPN (Cisco AnyConnect)

ServiceNow/Remedy

Remote diagnostics

Ticket documentation

Education

Associate degree or higher

Tools

ServiceNow

BMC Remedy/Helix

MECM/SCCM

Cisco AnyConnect

Microsoft Teams

Jabber

Job description

The One 23 Group, supporting DeCA Headquarters, seeks a Journeyman Computer User Support Specialist (Tier 2) for the Global Support Center in Fort Lee, NJ. You will provide elevated phone, remote, and ticketed support to 14,000+ DeCA personnel and manage ~6,000 endpoint devices.

In this role you troubleshoot complex OS, network, and application incidents, document findings in ServiceNow/Remedy, and coordinate with higher-tier engineers or field technicians when needed.