Tier 2 IT Support Specialist - Remote Enterprise Desk

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

Job summary

The One 23 Group seeks a Journeyman Computer User Support Specialist (Tier 2) to serve in the Global Support Center at DeCA Headquarters. You will provide elevated phone, remote, and ticketed support to thousands of DeCA personnel and manage hundreds of devices within the DCOE boundary.

You will tackle complex incidents, document troubleshooting steps, and coordinate with higher-tier teams to ensure timely resolutions, while maintaining security posture and adherence to SLAs.

Qualifications

• Demonstrated IT service desk or remote enterprise support experience.
• Advanced phone customer service and remote guidance skills.
• Strong knowledge of Windows 10/11 OS, registry, file systems, and diagnostics.
• Experience troubleshooting VPN clients (Cisco AnyConnect) and collaboration tools (MS Teams, Cisco Jabber).
• Familiarity with AD, GPOs, and basic network protocols (TCP/IP, DNS, DHCP).
• Experience with ticketing systems (ServiceNow, Remedy) for incident tracking and escalation.

Responsibilities

• Handle Tier 2 escalations and complex issues beyond Tier 1 scripts.
• Prioritize incidents by severity, document steps, findings, and solutions in the ticketing system.
• Conduct remote diagnostics via approved tools to resolve OS, software, and network issues.
• Administer Active Directory tasks including authentication issues and group memberships.
• Support remote and mobile users, including VPN and collaboration app connectivity.
• Coordinate with higher-tier teams for outages or infrastructure problems.

Skills

IT service desk

Advanced phone support

Windows 10/11

VPN / Any-Connect

Microsoft Teams

Cisco Jabber

Active Directory

GPO

TCP/IP / DNS / DHCP

ServiceNow

BMC Remedy/Helix

MECM/SCCM

Education

Associate degree or higher

High School Diploma / GED + 3 years tech experience

Tools

ServiceNow

BMC Remedy/Helix

MECM/SCCM

Cisco AnyConnect

Active Directory Users and Computers

Job description

The One 23 Group seeks a Journeyman Computer User Support Specialist (Tier 2) to serve in the Global Support Center at DeCA Headquarters. You will provide elevated phone, remote, and ticketed support to thousands of DeCA personnel and manage hundreds of devices within the DCOE boundary.

You will tackle complex incidents, document troubleshooting steps, and coordinate with higher-tier teams to ensure timely resolutions, while maintaining security posture and adherence to SLAs.