Tier 2 IT Service Desk Specialist - Remote Support

The One 23 Group Inc.; Fort Lee (NJ); On-site; USD 65,000 - 85,000; Full time

Job summary

The One 23 Group Inc. seeks a Journeyman Computer User Support Specialist (Tier 2) to join the Global Support Center at DeCA Headquarters in Fort Lee, NJ. You will handle complex issues remotely and via phone, escalating to higher-tier engineers when needed.

Responsibilities include advanced AD tasks, remote diagnostics, and coordination with on-site technicians to resolve software, OS, network, and security incidents. DoD clearance is required.

Qualifications

• Experience in an IT service desk or remote enterprise support environment with Tier 2 escalations.
• Experience handling complex issues beyond Tier 1 scripts and triage.
• DoD security clearance and DoD 8140 baseline certification or higher.

Responsibilities

• Answer and manage inbound calls; investigate and resolve complex Tier 2 issues.
• Prioritize incidents, document steps and solutions in the ticketing system.
• Conduct advanced remote diagnostics and troubleshooting for Windows 10/11 devices.
• Perform advanced AD tasks, manage permissions, group memberships, and account lockouts.
• Support remote workers with VPN, Teams, and Jabber; coordinate with higher tiers when needed.
• Verify MECM/SCCM agent health and software deployments; mentor Tier 1 staff.
• Triage security incidents and escalate cybersecurity events as required.

Skills

IT Service Desk

Advanced Call Center

Remote Diagnostics

Education

Associate degree or higher

High School Diploma / GED + 3 years Windows experience

Active DoD Secret Clearance

Tools

ServiceNow

Remedy/Helix

Active Directory

Job description

The One 23 Group Inc. seeks a Journeyman Computer User Support Specialist (Tier 2) to join the Global Support Center at DeCA Headquarters in Fort Lee, NJ. You will handle complex issues remotely and via phone, escalating to higher-tier engineers when needed.

Responsibilities include advanced AD tasks, remote diagnostics, and coordination with on-site technicians to resolve software, OS, network, and security incidents. DoD clearance is required.