Service Desk Support Specialist

Description

The company is a technology firm that serves US federal government clients across defense, national security, public safety, civilian, and military health, with more than 13,000 staff.

The team is collaborative and offers hands-on learning, certifications and industry training to help you grow.

Responsibilities

• Act as the main escalation point for complex Tier 2 technical and operational incidents, owning each one through to resolution.
• Diagnose and fix multi-layer problems involving platforms, databases, APIs and system interfaces that go beyond Tier 1 scope.
• Run deep root-cause analysis on recurring or systemic faults and record either a permanent fix or a strategic workaround.
• Use SQL, Splunk, Dynatrace and CloudWatch to pull logs, query databases and assess system performance during escalations.
• Bridge front-line support and Tier 3 engineering or development teams by turning complex findings into structured, actionable escalations.
• Oversee the Tier 2 escalation queue, assign work and make sure incidents are resolved quickly and well.
• Write knowledge articles and standard operating procedures (SOPs) that explain complex fixes to Tier 1 teams.
• Give clients and stakeholders real-time updates during high-priority incidents, explaining technical problems in plain business terms.
• Lead fast-moving triage, manage client expectations and control how incident communication flows.
• Document complex technical findings and resolutions for both technical and non-technical readers.

Requirements

• You must be a U.S. citizen able to obtain a Public Trust clearance.
• You have worked in Tier 2 or advanced service desk roles in enterprise environments.
• You troubleshoot well across platforms, databases, APIs and system interface integrations.
• You are proficient with SQL, Splunk, Dynatrace and CloudWatch for log analysis, querying and performance monitoring.
• You have a track record of root-cause analysis and of documenting long-term fixes or workarounds.
• You can manage escalations, coordinate triage and work effectively with Tier 3 engineering teams.
• You communicate well in writing and speaking, especially when turning technical issues into clear business explanations.
• You have written SOPs, knowledge articles or other technical documentation for support teams.
• You perform well under pressure during high-priority or time-sensitive incidents.
• Nice to have: experience supporting complex, multi-system enterprise platforms or high-reliability environments.
• Nice to have: experience analyzing database mismatches, API failures, system latency or network issues.
• Nice to have: familiarity with ITIL service management or similar operational frameworks.
• Nice to have: prior involvement in high-severity incident communications or escalation leadership.
• Nice to have: experience bridging support and engineering teams, especially under strict SLAs.
• Nice to have: a record of improving escalation workflows or Tier 1 and Tier 2 knowledge bases.

Conditions

Pay range for this role in California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington and the District of Columbia is $81,000 to $154,700 USD base, as required by local law.

Final pay depends on factors such as location, role, skill set and experience level.

Applications are accepted on an ongoing basis with no fixed deadline.

The company provides equal opportunity to all employees regardless of background.

Benefits

• A broad range of benefits is available, with details provided separately.