Service Desk Support Specialist
Core
Primary escalation point for complex Tier 2 technical and operational incidents, diagnosing and resolving multi-layered platform, database, API, and system interface issues.
Role type
Senior IC Service Desk Support Specialist (Tier 2)
Builds
Resolution of high-priority incidents and knowledge base assets (SOPs, articles)
Domain
US Federal Government IT Operations
Required skills
Advanced troubleshooting, Root-cause analysis, SQL, Splunk, Dynatrace, CloudWatch, Incident management, Technical documentation, Stakeholder communication
Preferred skills
ITIL practices, High-reliability environment experience, Escalation leadership, Workflow optimization
Technologies
SQL, Splunk, Dynatrace, CloudWatch
Responsibilities
Diagnose and resolve complex Tier 2 incidents; Conduct advanced root-cause analysis; Manage Tier 2 escalation pipeline; Translate technical solutions into knowledge articles/SOPs; Provide real-time updates to client managers during high-priority incidents; Coordinate high-pressure triage efforts.
Seniority
Senior, hands-on IC