Senior IT Support Specialist Tier 2 – Remote Diagnostics

RiseMe; Fort Lee (NJ); On-site; USD 70,000 - 100,000; Full time

Job summary

The One 23 Group supports DeCA Headquarters in a high-availability Global Support Center. This Tier 2 role handles elevated calls, remote diagnostics, and ticket-based incident management for 14,000+ users and 6,000+ devices across the DCOE boundary.

Responsibilities include advanced AD tasks, VPN connectivity support, and coordination with higher-tier teams for outages, ensuring timely remediation and accurate ticket documentation.

Qualifications

• Advanced call center/inbound & escalation handling experience.
• Tier 2 incident and work order management with documentation.
• Advanced remote diagnostics and troubleshooting across Windows 10/11.
• Active Directory tasks including authentication, groups, OU, and account lockouts.
• Experience with VPN, Teams, and collaboration tools.
• Experience with ServiceNow or Remedy ticketing systems.

Responsibilities

• Handle complex issues escalated from Tier 1 and own resolution.
• Prioritize incidents by severity, document steps, and update tickets.
• Conduct remote diagnostics to resolve OS, software, and network issues.
• Perform advanced AD tasks and manage account/access issues beyond self-service.
• Provide support for VPN and collaboration tools for remote workers.
• Coordinate with higher-tier teams for outages and escalated fixes.

Skills

Escalation handling

Advanced phone support

Remote diagnostics

Active Directory

VPN & remote access

Team collaboration

Education

Associate degree or higher

High School Diploma + 3 years experience

Tools

ServiceNow/Remedy

MECM/SCCM

Cisco AnyConnect

Microsoft Teams

Cisco Jabber

Active Directory

GPO

TCP/IP/DNS/DHCP

Job description

The One 23 Group supports DeCA Headquarters in a high-availability Global Support Center. This Tier 2 role handles elevated calls, remote diagnostics, and ticket-based incident management for 14,000+ users and 6,000+ devices across the DCOE boundary.

Responsibilities include advanced AD tasks, VPN connectivity support, and coordination with higher-tier teams for outages, ensuring timely remediation and accurate ticket documentation.