Technical Support Specialist

The Tier 2 Helpdesk Technical Support Specialist 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., * 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, network, 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, prioritize, and manage SNOW cases through resolution while maintaining accuracy and attention to detail.
• 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.

• 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., * Technical support: 5 years (Required)

License/Certification:

• CompTIA Security+ (Required)

$85,000 - $125,000 a year Health insurance, Paid time off, Vision insurance, Dental insurance Full-time 44 Canal Center Plaza, Alexandria, VA 22314, * Dental insurance

• Health insurance
• Paid time off
• Vision insurance