Remote Tier II Service Desk Specialist

DecisionPoint Corporation; Reston (VA); On-site; USD 55,000 - 80,000; Full time

Job summary

DecisionPoint Corporation is seeking a Service Desk Specialist - Level II (Tier 1) to support daily IT operations for a large federal and DoD-aligned mission environment. This fully remote role resolves advanced Tier 1 incidents, performs detailed triage, and ensures high-quality documentation with clear escalation to Tier 2 when needed.

The position requires 2-4 years of IT help desk experience, knowledge of SSO/MFA, ITSM practices, and strong ticketing skills; a Secret clearance is required.

Qualifications

• 2–4 years IT help desk or customer support experience.
• Experience performing advanced Tier 1 support, including triage and ticketing operations.
• Experience documenting incidents accurately in an ITSM tool.
• Active Secret clearance with Tier 3 background investigation.

Responsibilities

• Resolve advanced Tier 1 issues (authentication, access, app troubleshooting, configuration questions).
• Perform comprehensive ticket triage by gathering details and categorizing issues.
• Follow knowledge base procedures and SOPs for consistent support.
• Escalate to Tier 2 with complete documentation and clear handoff.
• Review tickets for accuracy and SLA adherence.
• Assist with password resets, SSO/MFA, account unlocks, and user provisioning.
• Support issue identification and trend analysis by tagging incidents.
• Communicate updates and guidance to users clearly.
• Maintain and improve knowledge base articles and SOPs.
• Collaborate with Team Leads to manage workload and SLA compliance.
• Assist onboarding of new service desk staff with Tier 1 procedures.
• Maintain awareness of ticket queues and high-impact events.

Skills

SSO

MFA

ITSM

Ticketing

Education

High School Diploma or equivalent

Tools

Active Directory

Remote support tools

Job description

DecisionPoint Corporation is seeking a Service Desk Specialist - Level II (Tier 1) to support daily IT operations for a large federal and DoD-aligned mission environment. This fully remote role resolves advanced Tier 1 incidents, performs detailed triage, and ensures high-quality documentation with clear escalation to Tier 2 when needed.

The position requires 2-4 years of IT help desk experience, knowledge of SSO/MFA, ITSM practices, and strong ticketing skills; a Secret clearance is required.