Senior Tier-2 IT Service Desk Engineer

The One 23 Group

Fort Lee (NJ)

On-site

USD 60,000 - 75,000

Full time

5 days ago

Be an early applicant

Application generator

Don’t send a generic resume — generate a resume and cover letter tailored to this exact role.

Get past ATS filters

Job summary

The One 23 Group seeks an experienced Journeyman Computer User Support Specialist (Tier 2) to join the Global Support Center at DeCA Headquarters. You will provide elevated phone, remote, and ticketed technical support to over 14,000 DeCA personnel worldwide, managing 6,000+ endpoints within the DCOE boundary.

Responsibilities include advanced remote diagnostics, AD administration, and coordination with higher-tier teams for complex incidents and outages.

Qualifications

Requires 2–3 years of hands-on technical experience in a Windows computing environment.
Active DoD Secret Clearance approval is required prior to starting work.
Must hold an active DoD Baseline Certification at Intermediate level or higher (e.g., CompTIA Security+ CE, CCNA-Security, GIAC GSEC).
Citizenship: U.S. citizen with CAC eligibility.

Responsibilities

Handle complex Tier 2 escalations and guide Tier 1 in troubleshooting.
Perform advanced remote diagnostics and troubleshooting of OS, software, and network issues.
Manage user accounts and privileged access in AD; handle lockouts and profile resets.
Support VPN, Teams, Jabber and other collaboration tools for remote/mobile users.
Verify MECM/SCCM agent health and software center installations.
Coordinate with higher-tier engineering for systemic outages and remediation.
Document troubleshooting steps and solutions in ServiceNow/Remedy with QA for AQLs.
Mentor Tier 1 service desk staff and provide escalation guidance.