Tier 2 Support Specialist - Mid

Overview

DecisionPoint Corporation is seeking a Tier 2 Support Specialist - Mid to provide in-depth technical support for the USDA Customer Experience Center (CEC). The role requires expertise in troubleshooting and resolving incidents, managing change requests and work orders, and supporting on-site and remote IT services. This role operates under general supervision to deliver consistent and high-quality support, maintaining USDA's IT standards and ensuring reliable, effective end-user services.

Duties & Responsibilities

• Provide Tier 2 technical support for hardware, software, and network issues that Tier 1 support cannot resolve.
• Respond to and manage incidents, change requests, and work orders through the USDA ITSM system (e.g., BMC Remedy Helix or ServiceNow), ensuring all details are documented accurately.
• Troubleshoot user problems by simulating or recreating issues to identify solutions, performing necessary configurations, installations, and repairs.
• Escalate complex or unresolved issues to Tier 3 support, including full details of troubleshooting steps and relevant user and system data.
• Manage user accounts through Active Directory, including unlocking accounts, updating information, managing group memberships, and assisting with Windows Hello setup.
• Administer workstation accounts and assist with distribution list management, ensuring users have access to necessary resources.
• Support asset management tasks, including tracking inventory, deploying hardware, and updating the USDA ITSM asset module to maintain accurate records.
• Assist with on-site and remote deployments for telecommunications and network equipment, including VoIP, VTC, and wireless connectivity.
• Contribute to knowledge management by creating and updating Knowledge Base Articles (KBAs) and Standard Operating Procedures (SOPs).
• Ensure all customer surveys with low satisfaction scores are addressed, following up to improve service quality and resolve any ongoing issues.

Qualifications

• Ability to obtain a Public Trust Clearance.
• Bachelor's Degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Minimum of 3 years of IT support experience, with a focus on hardware, software, and network troubleshooting.
• Experience with IT service management systems, particularly BMC Remedy Helix or ServiceNow.
• Proficient in Active Directory administration, account management, and related user support functions.
• Familiarity with USDA IT standards, including asset management practices and customer service protocols.
• Strong technical troubleshooting skills, with the ability to manage multiple tickets efficiently and effectively.
• Certifications preferred: CompTIA A+, ITIL Foundations, HDI Support Center Analyst, Microsoft Certifications, or other relevant certifications

The salary range for this role is $65k to $71k.

DecisionPoint provides a comprehensive benefits package including Medical, Dental, Vision, Life Insurance, Short-Term Disability, Long-Term Disability, 401(k) Match, Health Savings Account, Flexible Spending Account, Training Reimbursement, Education Assistance, Paid Time Off, and Holidays.

Our Equal Employment Opportunity Policy

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.