Service Desk Specialist – Tier 2

This is a fully remote position, open to applicants in United States.

📋 Description

• Identify and resolve complex technical problems, including SSO failures, permission discrepancies, API issues, log irregularities, and configuration challenges.

• Analyze and interpret application, system, and authentication logs to identify underlying causes.

• Troubleshoot issues across various environments such as browsers, clients, networks, CMS, and cloud-hosted platforms.

• Collaborate with cloud engineering, cybersecurity, and application development teams on escalated incidents.

• Examine recurring problems, detect patterns, and propose corrective and preventive measures.

• Assist with advanced user provisioning, access validation, and troubleshooting of permissions.

• Help resolve environment-specific discrepancies in DEV, TEST, STAGE, and PROD settings.

• Conduct validation and testing after patches, configurations, or changes are implemented by engineering teams.

• Update knowledge base documentation with new procedures, troubleshooting techniques, and insights gained.

• Record actions in the ITSM platform, ensuring proper categorization and resolution codes.

• Mentor and support Tier 1 personnel when issues necessitate escalation or deeper investigation.

• Engage in incident response activities for critical or user-impacting events.

⛳️ Requirements

• Must possess an active Top Secret clearance, validated by a Tier 5 background investigation.

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related discipline.

• At least 4 years of IT support or service desk experience, including a minimum of 2 years dealing with Tier 2-level incidents.

• Proven experience in log analysis, root cause tracing, and diagnosing intricate application issues.

• Familiarity with troubleshooting authentication/SSO challenges, access controls, and configuration mistakes.

• Experience in handling tickets escalated from Tier 1 and coordinating technical solutions with engineering teams.

• Proficient in documenting technical insights and updating knowledge base entries.

• Strong grasp of enterprise authentication processes, SSO, MFA, and identity management systems.

• Knowledge of API errors, integration points, and troubleshooting JSON-based requests/responses.

• Experience with log analysis tools such as Splunk, CloudWatch, ELK, or equivalent.

• Understanding of ITIL incident, problem, and change management methodologies.

• Required ITIL v4 Foundation certification.

• Preferred experience in supporting DoD or federal IT environments.

• Preferred knowledge of IL5 cloud environments and secure configurations.

• Preferred familiarity with application monitoring, telemetry, and diagnostic tools.

• Strong analytical and problem-solving abilities for complex, multi-layered issues.

• Excellent written and verbal communication skills.

• Ability to work effectively with engineering, cloud, and cybersecurity professionals.

• High attention to detail in documentation and ticket updates.

• Capability to manage high-priority incidents and handle competing demands.

🏝️ Benefits

• Regular full-time employment.

• Equal Employment Opportunity and Affirmative Action employer.

• Consideration for other available positions requiring similar skills, education, and experience.