Remote Tier 2 Service Desk Specialist - DoD/Cloud Support

DecisionPoint Corporation; Reston (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

DecisionPoint Corporation seeks a Service Desk Specialist - Tier 2 to provide advanced technical support for a large federal and DoD-aligned mission environment. Fully remote work with collaboration across cloud engineering, cybersecurity, and application development teams.

Qualifications include a Bachelor's in IT/CS, 4+ years IT support (2+ in Tier 2), strong log analysis, authentication troubleshooting (SSO/MFA), and ITIL knowledge. ITIL v4 Foundation and security certifications are preferred.

Qualifications

• 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 documenting technical findings and updating knowledge base articles.

Responsibilities

• Review and interpret application, system, and authentication logs to trace root causes.
• Troubleshoot issues across multiple layers including 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 all actions thoroughly in the ITSM platform and ensure accurate categorization and resolution codes.
• Provide mentorship and guidance to Tier 1 staff when issues require escalation or deeper investigation.
• Participate in incident response activities for high-priority or user-impacting events.

Skills

Log analysis

SSO

API troubleshooting

Incident management

Documentation

Education

Bachelor's degree in IT / CS

Tools

Splunk

CloudWatch

ELK

Job description

DecisionPoint Corporation seeks a Service Desk Specialist - Tier 2 to provide advanced technical support for a large federal and DoD-aligned mission environment. Fully remote work with collaboration across cloud engineering, cybersecurity, and application development teams.

Qualifications include a Bachelor's in IT/CS, 4+ years IT support (2+ in Tier 2), strong log analysis, authentication troubleshooting (SSO/MFA), and ITIL knowledge. ITIL v4 Foundation and security certifications are preferred.