Tier 2 IT Support Specialist (DoD Cleared)

The One 23 Group; Fort Lee (NJ); On-site; USD 70,000 - 90,000; Full time

Job summary

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

Responsibilities include Tier 2 incident management, advanced AD tasks, VPN and remote access support, and coordination with higher tiers for outages.

Qualifications

• Experience in IT service desk or advanced call center handling Tier 2 escalations.

Responsibilities

• Answer and manage inbound calls, escalate complex issues beyond Tier 1, document steps and outcomes.
• Prioritize incidents by severity and impact, update tickets with troubleshooting findings.
• Conduct remote diagnostics on Windows 10/11 workstations, resolve OS and network issues.
• ,

Skills

Advanced call center handling

Tier 2 incident management

Remote diagnostics

Active Directory administration

VPN & remote access

MECM/SCCM knowledge

ServiceNow/Remedy

Microsoft Teams/Jabber basics

Education

Associate degree

High School Diploma / GED

3 years IT experience

Tools

ServiceNow

BMC Remedy/Helix

MECM/SCCM

Active Directory

Cisco AnyConnect

Jabber

Microsoft Teams

Job description

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

Responsibilities include Tier 2 incident management, advanced AD tasks, VPN and remote access support, and coordination with higher tiers for outages.