Senior IT Service Desk Technician (Tier 2) — Remote Support

Paylocity; Fort Lee (VA); On-site; USD 70,000 - 90,000; Full time

Job summary

The One 23 Group supports DeCA Headquarters, delivering elevated Tier 2 IT help desk services for thousands of personnel. You will troubleshoot Windows 10/11, complex AD tasks, and remote access issues, coordinating with higher tiers for outages.

Ideal candidates have DoD baseline certifications, active Secret clearance, and a strong background in enterprise service management tools like ServiceNow or Remedy.

Qualifications

• Associate degree or higher, or HS diploma with 3 years of Windows computing experience.
• Active DoD 8140 Baseline Certification at the Intermediate level or higher.
• Active DoD Secret Clearance (favorable background) required before start.
• U.S. citizenship with CAC eligibility.
• Experience in IT service desk or remote enterprise support with Tier 2 escalations.

Responsibilities

• Handle Tier 2 escalations and advanced remote diagnostics for Windows 10/11.
• Document troubleshooting steps in ServiceNow/Remedy with clear categorization.
• Perform advanced AD tasks: group memberships, permissions, OU placement, and lockouts.
• Provide remote, phone, and on-site support for VPN, Teams, and Jabber issues.
• Coordinate with higher-tier engineering for outages and complex incidents.

Skills

Advanced call center handling

Tier 2 escalation

Remote diagnostics

Active Directory management

VPN/troubleshooting

SCCM/MECM knowledge

ServiceNow/Remedy

Telecommunication platforms

Education

Associate degree or higher

High School Diploma + 3 years IT experience

Tools

ServiceNow

Remedy/Helix

MECM/SCCM

Active Directory

Cisco AnyConnect

Microsoft Teams

Cisco Jabber

Job description

The One 23 Group supports DeCA Headquarters, delivering elevated Tier 2 IT help desk services for thousands of personnel. You will troubleshoot Windows 10/11, complex AD tasks, and remote access issues, coordinating with higher tiers for outages.

Ideal candidates have DoD baseline certifications, active Secret clearance, and a strong background in enterprise service management tools like ServiceNow or Remedy.