Service Desk Tier 2/3 Support

Overview

AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training.

Responsibilities

• Provides Tier 2 and Tier 3 user support for all stakeholders of DLSA systems, services, and components.
• Must be able to function and make required decisions independently
• Resolves incidents escalated from Tier 1 that require more detailed technical work and analysis.
• Performs advanced troubleshooting, diagnosis, and resolution of system, service, application, and user-impacting technical issues.
• Provides engineering and technical support performed by professionals experienced in general IT systems and trained to achieve expertise in a specific system or technology.
• Supports the day-to-day operation of technology environments and contributes to the stability and high-performance functioning of the system.
• Performs longer-term and strategic technical support activities, including support for rolling out new capabilities.
• Documents troubleshooting steps, root cause analysis, corrective actions, and ticket resolution details in the designated ticketing system.
• Supports Service Desk performance in accordance with required service level agreements, including first point of contact within 24 hours or next business day and resolution within 72 hours from ticket creation.
• Coordinates with users, stakeholders, and technical teams to resolve escalated issues and maintain continuity of support services.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or related field; equivalent military training or additional relevant experience may be substituted.
• Active Secret Clearance
• Certifications: Security+.
• Experience: Minimum 5 Years
• Experience providing Tier 2 and Tier 3 technical support in an enterprise IT environment is required.
• Strong experience in general IT systems support and advanced troubleshooting is necessary.
• Experience supporting specific systems, applications, or technologies with deeper technical specialization is required.
• Experience with ServiceNow IT ticketing system is required.
• Ability to analyze escalated incidents, determine root cause, and implement corrective actions efficiently is essential.
• Strong written and verbal communication skills are required to support technical stakeholders and end users.
• Ability to work within defined Service Desk SLAs and operational support procedures is required.

Pay Transparency Statement

AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $93,900.00/Yr. - USD $101,000/Yr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.

EEO Statement

EEO Race/Sex/Disability Status/Veteran Status