Tier 2 IT Service Desk Specialist — Remote Support

The One 23 Group; Fort Lee (NJ); On-site; USD 65,000 - 90,000; Full time

Job summary

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

Operating in a higher-capacity service desk, you’ll handle complex issues, perform remote diagnostics, manage Active Directory tasks, and coordinate with higher-tier teams for outages,

Qualifications

• Experience in IT service desk or remote enterprise support with Tier 2 escalations.
• Strong phone communication and remote guidance for non-technical users.
• Solid knowledge of Windows 10/11, AD, GPOs, TCP/IP/DNS/DHCP.

Responsibilities

• Handle Tier 2 escalations including advanced remote diagnostics and troubleshooting.
• Document steps and solutions in ticketing system per AQL standards.
• Coordinate with higher-tier engineering for outages and on-site field technicians when needed.
• Verify MECM/SCCM agent health and software center installations.

Skills

IT service desk

Advanced phone support

Windows 10/11

Active Directory

VPN and remote access

ServiceNow/Remedy

Education

Associate degree or higher

3 years technical Windows experience

Tools

ServiceNow

Remedy/Helix

MECM/SCCM

Job description

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

Operating in a higher-capacity service desk, you’ll handle complex issues, perform remote diagnostics, manage Active Directory tasks, and coordinate with higher-tier teams for outages,