[Hiring] Service Desk Specialist – Tier 2 @DecisionPoint | Cortek

Role Description

DecisionPoint seeks multiple Tier 2 Service Desk Specialists to provide advanced technical support for a large federal and DoD-aligned mission environment. Tier 2 staff resolve complex incidents beyond Tier 1 scope, including application-level troubleshooting, authentication problems, permission issues, configuration diagnostics, and API/integration errors. Tier 2 specialists work closely with cloud engineering, cybersecurity, application development, and infrastructure teams to ensure timely resolution of deeper technical problems and effective escalation workflows. This position is fully remote.

Duties & Responsibilities

• Diagnose and resolve advanced technical issues including SSO failures, permission mismatches, API errors, log anomalies, and configuration-related problems.
• Review and interpret application, system, and authentication logs to trace root causes.
• Troubleshoot issues across multiple layers including browser, client, network, CMS, and cloud-hosted environments.
• Coordinate with cloud engineering, cybersecurity, and application development teams on escalated incidents.
• Analyze recurring issues, identify trends, and recommend corrective and preventive actions.
• Support advanced user provisioning, access validation, and permission troubleshooting.
• Assist in resolving environment-specific differences in DEV, TEST, STAGE, and PROD.
• Perform validation and testing after patches, configurations, or changes released by engineering teams.
• Update knowledge base articles with new procedures, troubleshooting steps, and lessons learned.
• Document all actions thoroughly in the ITSM platform and ensure accurate categorization and resolution codes.
• Provide mentorship and guidance to Tier 1 staff when issues require escalation or deeper investigation.
• Participate in incident response activities for high-priority or user-impacting events.

Qualifications

• Must hold an active Top Secret clearance, supported by a Tier 5 background investigation.
• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
• Minimum 4 years of IT support or service desk experience, with at least 2 years handling Tier 2-level incidents.
• Experience analyzing logs, tracing root causes, and diagnosing complex application issues.
• Experience troubleshooting authentication/SSO problems, access controls, and configuration errors.
• Experience supporting tickets escalated from Tier 1 and coordinating technical resolutions with engineering teams.
• Experience documenting technical findings and updating knowledge base articles.
• Strong understanding of enterprise authentication workflows, SSO, MFA, and identity management systems.
• Familiarity with API errors, integration points, and JSON-based request/response troubleshooting.
• Knowledge of log analysis, including Splunk, CloudWatch, ELK, or similar tools.
• Understanding of ITIL incident, problem, and change management practices.

Technical Knowledge

• Experience supporting DoD or federal IT environments.
• Familiarity with IL5 cloud environments and secure configurations.
• Understanding of application monitoring, telemetry, and diagnostic tools.

Certifications

• Required: ITIL v4 Foundation
• Preferred: CompTIA Security+, CompTIA CySA+, AWS Cloud Practitioner

Skills

• Strong analytical and troubleshooting skills for complex, multi-layer issues.
• Excellent communication abilities, both written and verbal.
• Ability to work collaboratively with engineering, cloud, and cybersecurity specialists.
• Strong attention to detail in documentation and ticket updates.
• Ability to manage high-priority incidents and competing demands.