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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Specialist - **Company:** Coggins International Corporation - **Location:** Alexandria, VA, United States - **Experience:** Experienced - **Salary:** $85,000.0 - $125,000.0 - **Contract:** Permanent contract - **Skills:** CompTIA Security+, Network Troubleshooting, Data Streaming, Diagnostic Tools, Software Troubleshooting, Enterprise Integration, Servicenow - **Published:** August 10, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=18357f9e536c04f9 ## About the Role * 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) ## Description 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. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Diagnostic Tooling: How to get insights from your .NET services hosted in Kubernetes containers?](https://www.wearedevelopers.com/videos/100188-diagnostic-tooling-how-to-get-insights-from-your-net-services-hosted-in-kubernetes-containers) - [Python-Based Data Streaming Pipelines Within Minutes](https://www.wearedevelopers.com/videos/1233-python-based-data-streaming-pipelines-within-minutes) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Software stack under and over the hood of the fastest accelerating car in the world](https://www.wearedevelopers.com/videos/221-software-stack-under-and-over-the-hood-of-the-fastest-accelerating-car-in-the-world) - [You’re a great coder? 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