Senior IT Service Desk Specialist - Tier 2 Remote Support

RiseMe; Fort Lee (NJ); On-site; USD 75,000 - 105,000; Full time

Job summary

The One 23 Group at DeCA Headquarters seeks an experienced Journeyman Computer User Support Specialist (Tier 2) to provide elevated support to over 14,000 DeCA personnel worldwide from the Global Support Center. You will handle complex incidents, remote diagnostics, and coordination with higher tiers to resolve issues involving Windows 10/11, AD, VPN, and business applications.

You must have an Associate degree or higher with three years of Windows computing experience, DoD Baseline Intermediate

Qualifications

• Educational requirement: Associate degree or higher plus three years of hands-on Windows computing experience.
• Active DoD 8140 Baseline Certification at Intermediate level or higher (examples: Security+ CE, CySA+, CASP+ CE, SSCP, CCNA-Security, GIAC GSEC).
• Active DoD Secret clearance; U.S. citizen eligible for CAC; environment requires DoD clearance prior to starting work.

Responsibilities

• Provide advanced Tier 2 support via phone, remote, and ticketing systems.
• Escalate issues to higher-tier engineering and coordinate with field technicians when needed.
• Diagnose OS, software, network, account, and business application incidents remotely.
• Perform advanced AD tasks, manage group memberships and account lockouts beyond Tier 1 scope.
• Support remote workers with VPN (Cisco AnyConnect), Teams, and Cisco Jabber.
• Coordinate with infrastructure for outages and verify MECM/SCCM agent health and software deployments.
• Mentor Tier 1 staff and guide incident categorization and SOP adherence.

Skills

IT service desk experience

Phone support

Windows 10/11 administration

Remote diagnostics

Active Directory

ServiceNow/Remedy ticketing

Cybersecurity incident triage

Education

Associate degree

High School Diploma / GED

Tools

ServiceNow

BMC Remedy/Helix

Cisco AnyConnect VPN

Microsoft Teams

Cisco Jabber

MECM/SCCM

Job description

The One 23 Group at DeCA Headquarters seeks an experienced Journeyman Computer User Support Specialist (Tier 2) to provide elevated support to over 14,000 DeCA personnel worldwide from the Global Support Center. You will handle complex incidents, remote diagnostics, and coordination with higher tiers to resolve issues involving Windows 10/11, AD, VPN, and business applications.

You must have an Associate degree or higher with three years of Windows computing experience, DoD Baseline Intermediate