Help Desk Specialist, Tier II
DecisionPoint Corporation
full-time
Posted on:
Location Type: Office
Location: Scott AFB • Illinois • United States
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Tech Stack
About the role
- Provide Tier II technical support for IBS users, resolving system, application, and access-related issues
- Serve as an escalation point for Tier I help desk support, handling complex or unresolved issues
- Troubleshoot and diagnose application, system, and integration issues
- Analyze logs, error messages, and system behavior to identify root causes
- Coordinate with development, database, and infrastructure teams to resolve issues
- Document, track, and manage incidents using ticketing systems (e.g., Jira, ServiceNow)
- Support user account management and access requests in accordance with security policies
- Provide timely updates to users regarding issue status and resolution
- Assist in identifying recurring issues and contribute to root cause analysis
- Develop and maintain knowledge base articles and support documentation
- Support system deployments and provide post-release support
- Ensure compliance with DoD security requirements and operational procedures
- Participate in on-call support and after-hours activities as required
Requirements
- Active Secret Clearance
- IAT Level II certification (CompTIA Security+ CE preferred)
- Minimum 3+ years of experience in help desk, technical support, or system administration roles
- Experience troubleshooting enterprise applications and systems
- Familiarity with ticketing systems (e.g., Jira, ServiceNow)
- Strong understanding of Windows and/or Linux environments
- Strong problem-solving and analytical skills
- Excellent communication and customer service skills
- Ability to work in a fast-paced environment
- Preferred: Experience supporting DoD or USTRANSCOM systems
- Familiarity with web-based applications (Angular/Java)
- Experience reviewing application or system logs
- Basic understanding of databases and SQL
- Experience with ITIL processes (incident, problem, change management)
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingsystem administrationapplication supportintegration issuesWindowsLinuxSQLITIL processesweb-based applicationslog analysis
Soft Skills
problem-solvinganalytical skillscommunication skillscustomer service skillsability to work in fast-paced environment
Certifications
Active Secret ClearanceIAT Level II certificationCompTIA Security+ CE