Tier 2 Support Specialist - Junior

DecisionPoint Corporation is seeking a Tier 2 Support Specialist - Junior to provide essential IT support to the USDA Customer Experience Center (CEC). This role involves assisting end users with technical issues, managing service tickets, and ensuring timely and effective resolutions to maintain a seamless IT environment. The position is on-site, supporting USDA's commitment to high-quality, accessible IT services.

Respond to end-user technical support requests via telephone, email, and in-person interactions.
• Identify, research, and resolve technical issues related to hardware, software, and network access.
• Utilize USDA's IT service management (ITSM) system (e.g., BMC Remedy Helix or ServiceNow) to document, track, and monitor issues for timely resolution.
• Update tickets regularly with troubleshooting steps, ensuring accuracy and completeness of information.
• Support deployment and setup of workstations, peripherals, and telecommunications equipment, including assisting with configurations and connectivity issues.
• Maintain up-to-date asset records by tracking equipment movements, deployments, and disposals in USDA's ITSM asset module.
• Assist in managing the loaner equipment program, ensuring devices are ready for immediate use.
• Follow USDA's protocols for escalating unresolved issues to Tier 2 Mid or Tier 3 support, including documenting all necessary ticket details.
• Support account management tasks, such as unlocking user accounts, managing group memberships, and assisting users with basic Active Directory functions.

• Ability to obtain a Public Trust Clearance.
• Associate's Degree in Information Technology, Computer Science, or related field, or equivalent experience.
• Minimum of 1 year of IT support experience.
• Familiarity with IT service management tools (e.g., BMC Remedy Helix or ServiceNow).
• Basic troubleshooting skills for common IT issues, including hardware and software problems.
• Strong customer service orientation with excellent communication skills.
• Certifications preferred: CompTIA A+, ITIL Foundations, or HDI Support Center Analyst

The salary range for this role is $54k to $59k.

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.

• 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.