Help Desk Specialist (Tier II)

Overview

DecisionPoint Corporation is seeking a Tier II Help Desk Specialist to support our U.S. Transportation Command (USTRANSCOM) Integrated Booking System (IBS) program. This role is responsible for providing advanced technical support to end users and resolving system-related issues for mission-critical transportation and logistics applications.The Tier II Help Desk Specialist serves as an escalation point for Tier I support, troubleshooting complex issues, analyzing system behavior, and coordinating with development, infrastructure, and cybersecurity teams to resolve incidents. This role plays a critical part in maintaining system availability, user satisfaction, and operational continuity.The ideal candidate brings strong technical troubleshooting skills, experience supporting enterprise applications, and the ability to communicate effectively with both users and technical teams.

Duties & Responsibilities

• 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

Qualifications

• 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)

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.

Responsibilities

- 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