Tier II Remote Support Specialist

NORTH STONE LLC; Arlington (VA); Remote; USD 40,000 - 50,000; Full time

Benefits offered by this job

Medical, dental, vision

Life and disability coverage

Retirement with company match

Paid time off

Tuition reimbursement

Employee assistance program

Job summary

Dïnè Development Corporation (DDC) seeks a Tier II Remote Support Technician to deliver mid-level remote support for J6 users, including diagnostic work and confidential access troubleshooting. You will collaborate with deskside teams, manage incident workload, and maintain thorough ServiceNow records.

Qualifications include 5+ years in Tier II support, active Secret clearance, and ITIL v4 Foundations with Security+.

Qualifications

• 5+ years of Tier II remote support experience.
• Bachelor's degree or equivalent in IT or related field.
• Active Secret clearance.
• ITIL v4 Foundations and CompTIA Security+ required; other vendor certs encouraged.

Responsibilities

• Provide mid-level Tier II remote support for J6 users with remote diagnostics.
• Coordinate with deskside technicians for on-site intervention when needed.
• Ensure SLA compliance using ServiceNow and document all actions.
• Assist with classified access troubleshooting and remote de-escalations.
• Maintain detailed records of interactions and resolutions in systems.

Skills

Remote support tools

Windows OS

Customer service

SLA knowledge

Problem solving

Education

Bachelor's degree in IT/related field

Tools

DameWare

ServiceNow

Job description

Dïnè Development Corporation (DDC) seeks a Tier II Remote Support Technician to deliver mid-level remote support for J6 users, including diagnostic work and confidential access troubleshooting. You will collaborate with deskside teams, manage incident workload, and maintain thorough ServiceNow records.

Qualifications include 5+ years in Tier II support, active Secret clearance, and ITIL v4 Foundations with Security+.