Technical Support Specialist

Candidates should take the time to read all the elements of this job advert carefully Please make your application promptly.

The Technical Support Specialist (Tier 2 Helpdesk) provides intermediate-level support for FuelsAutomation solutions, including IoT devices and enterprise systems supporting DLA Energy fuels management, ensuring operational availability by resolving escalated issues from Tier 1, performing in-depth troubleshooting, and supporting system sustainment. Operating as the second level in a three-tier support model, Tier 2 addresses cases requiring deeper technical expertise after Tier 1 handles initial responses through phone or email. All work is recorded in ServiceNow (SNOW) and contributes to Government oversight through dashboards and weekly reporting.

• Duties and Responsibilities
• Provide Tier 2 support for FuelsAutomation solutions, resolving issues escalated from Tier 1.
• Deliver customer support with applied knowledge of applications, infrastructure, business practices, and data flows.
• Troubleshoot hardware, software, and connectivity issues using diagnostic tools and established procedures.
• Record and update all technical support activities in ServiceNow (SNOW); maintain accurate ticket details such as submission time, priority, assignment, and status.
• Monitor incoming SNOW cases daily and provide timely updates through resolution.
• Support reporting requirements by contributing to ticket summaries, open / resolved logs, and service-level performance data used in the DLA SNOW dashboard.
• Validate solutions, test fixes, and perform post-resolution follow-ups to ensure issues are fully resolved.
• Escalate unresolved or complex issues to Tier 3 support as required.
• Assist with production incident resolution, including transaction rejects and processing errors, while coordinating with DLA Energy Business Units to clear accounts, eliminate unreconciled backlogs, and support accurate reconciliation into EBS.
• Required Skills and Experience
• 2+ years in a Tier 2 technical support or related role.
• Proficiency in troubleshooting software, hardware, and network issues in an enterprise environment.
• Experience with ServiceNow (SNOW) or other ITSM platforms; ability to maintain tickets and support SLA reporting.
• Familiarity with IoT devices, base-level accounting processes, and enterprise integration.
• Strong communication, documentation, and problem-solving skills.
• Ability to work independently and escalate appropriately when issues exceed Tier 2 scope.
• Must work on-site in Coggins HQ, Alexandria, VA

Job Type : Full-time

Pay : $65,000.00 - $95,000.00 per year

Benefits :

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience :

• Technical support : 2 years (Required)

License / Certification :

• CompTIA Security+ (Required)

Ability to Commute :

• Alexandria, VA 22314 (Required)

Work Location : In person