AMERICAN SYSTEMS

Service Desk Tier 2/3 Support

AMERICAN SYSTEMS • $93K — $101K *
Mclean, VA 22101In-Person
Information Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in IT, Computer Science, Cybersecurity, or a related field; military training or experience may substitute.
  • Active Secret Clearance required.
  • Security+ certification mandatory.
  • Minimum of 5 years of experience in tiered technical support roles.
  • Proven experience in enterprise IT environments for Tier 2 and Tier 3 support.
  • Strong troubleshooting skills in IT system support required.
  • Experience with specific systems or applications is necessary.
  • Familiarity with ServiceNow ticketing system is required.

Responsibilities

  • Provide Tier 2 and Tier 3 support for DLSA systems and services.
  • Function independently to make meaningful decisions.
  • Resolve escalated incidents needing advanced technical analysis.
  • Perform advanced troubleshooting and technical issue resolution.
  • Support the operation of tech environments for stability and performance.
  • Document troubleshooting steps, analysis, and resolution in the ticketing system.
  • Coordinate with users and technical teams to ensure service continuity.

Benefits

  • Comprehensive healthcare benefits.
  • Paid leave programs.
  • Retirement plans available.
  • Insurance coverage options.
  • Education and training assistance provided.
Full Job Description
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.

About AMERICAN SYSTEMS

AMERICAN SYSTEMS is a government IT solutions provider. The Company provides solutions in national security, healthcare, and public sector markets. Its services include acquisition and lifecycle support, enterprise IT, healthcare IT, intelligence analysis, and training and simulation. The Company's customers include the Department of Defense, Department of State, Department of Justice, and Department of Homeland Security. AMERICAN SYSTEMS was founded in 1975 and is headquartered in Chantilly, Virginia.
Learn more about AMERICAN SYSTEMS
Size
1,500 employees
Industry
Information Technology
Founded
1975
* Ladders Estimates

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