Senior IT Service Desk Specialist (Tier 2) - Remote Support

The One 23 Group; Fort Lee (NJ); On-site; USD 72,000 - 95,000; Full time

Job summary

The One 23 Group seeks a Journeyman Computer User Support Specialist (Tier 2) to join the Global Support Center at DeCA Headquarters. You will deliver elevated phone, remote, and ticketed technical support to 14,000+ DeCA personnel worldwide, supporting ~6,000 endpoint devices within the DCOE boundary.

You will handle complex troubleshooting, escalate to higher tiers, and ensure timely ticket closure. Role requires advanced AD tasks, VPN, Teams, Jabber, and MECM/SCCM deployments; DoD 8140

Qualifications

• Associate degree (or higher) or High School Diploma with three (3) years of hands-on Windows computing experience.
• Strong advanced phone customer service skills, able to de-escalate and guide non-technical users remotely.
• Deep knowledge of Windows 10/11, registry, file systems, user profiles, and command-line diagnostics.
• Experience with remote access tools, VPN clients (Cisco Any-Connect), and collaboration platforms (Microsoft Teams, Cisco Jabber).
• Working knowledge of Active Directory, Group Policy Objects, and standard network protocols (TCP/IP, DNS, DHCP).
• Experience with enterprise ticketing systems (ServiceNow, Remedy/Helix) for incident tracking and escalation.
• Familiarity with MECM/SCCM agent health checks and software center installations.

Responsibilities

• Handle Tier 2 escalations and complex troubleshooting in a high-capacity service desk environment.
• Document troubleshooting steps, diagnostics, and solutions in the ticketing system to meet AQLs.
• Perform advanced remote diagnostics and support Windows 10/11 devices.
• Manage Active Directory tasks beyond self-service capabilities and assist with account issues.
• Provide remote support for VPN, Teams, and Jabber connectivity.
• Coordinate with higher-tier engineering for outages and escalate security incidents when needed.
• Verify endpoint communication with MECM/SCCM and reinitiate failed deployments.

Job description

The One 23 Group seeks a Journeyman Computer User Support Specialist (Tier 2) to join the Global Support Center at DeCA Headquarters. You will deliver elevated phone, remote, and ticketed technical support to 14,000+ DeCA personnel worldwide, supporting ~6,000 endpoint devices within the DCOE boundary.

You will handle complex troubleshooting, escalate to higher tiers, and ensure timely ticket closure. Role requires advanced AD tasks, VPN, Teams, Jabber, and MECM/SCCM deployments; DoD 8140