Senior IT Service Desk Technician (Tier 2)

The One 23 Group Inc.; Fort Lee (NJ); On-site; USD 70,000 - 100,000; Full time

Job summary

The One 23 Group Inc. is seeking a Journeyman Computer User Support Specialist (Tier 2) to provide advanced service desk support at DeCA Headquarters.

You will resolve complex OS, software, and network issues remotely for 14,000+ personnel and coordinate with higher-tier engineers when on-site intervention is needed. Responsibilities include AD tasks, remote diagnostics, VPN and collaboration tool support (Cisco Any-Connect, Teams, Jabber), and ensuring MECM/SCCM client health while maintaining

Qualifications

• Experience in an IT service desk or remote enterprise support handling Tier 2 escalations.
• Strong phone support skills and ability to guide non-technical users remotely.
• Solid knowledge of Windows 10/11 Enterprise OS, registry, and networking basics.
• Experience with VPN clients (Cisco Any-Connect) and collaboration tools (Teams, Jabber).
• Familiarity with AD, GPOs, and standard network protocols (TCP/IP, DNS, DHCP).
• Proficiency with ServiceNow or BMC Remedy/Helix for ticketing and escalation.
• Experience verifying MECM/SCCM agent health and software center installations.

Responsibilities

• Handle Tier 2 escalations and complex incidents in a high-capacity service desk.
• Perform advanced remote diagnostics for OS, software, and network issues.
• Execute Active Directory tasks including group memberships and account lockouts.
• Support VPN, Teams, and Jabber for remote/mobile users and troubleshoot connectivity.
• Coordinate with higher-tier engineering when systemic outages occur.
• Document troubleshooting steps and solutions in the ticketing system.
• Validate MECM/SCCM agent health and software deployment status.

Skills

IT service desk

Windows 10/11

AD administration

VPN clients

Microsoft Teams

Cisco Jabber

ServiceNow/Remedy

MECM/SCCM

Active Directory

Networking basics

Education

Associate degree or higher

Active DoD 8140 Baseline Certification (Intermediate)

Active DoD Secret Clearance

Job description

The One 23 Group Inc. is seeking a Journeyman Computer User Support Specialist (Tier 2) to provide advanced service desk support at DeCA Headquarters.

You will resolve complex OS, software, and network issues remotely for 14,000+ personnel and coordinate with higher-tier engineers when on-site intervention is needed. Responsibilities include AD tasks, remote diagnostics, VPN and collaboration tool support (Cisco Any-Connect, Teams, Jabber), and ensuring MECM/SCCM client health while maintaining