As a Journeyman Computer User Support Specialist (Tier 2) with The One 23 Group, you will serve in an advanced service desk capacity within the Global Support Center at DeCA Headquarters. In this call center role, you will deliver elevated phone, remote, and ticketed technical support to more than 14,000 DeCA personnel across commissaries and headquarters worldwide, supporting approximately 6,000 endpoint devices within the Desktop Common Operating Environment (DCOE) boundary.
Operating in a higher-capacity service desk and call center role than entry-level personnel, you will handle complex troubleshooting calls, investigate difficult incidents escalated from Tier 1, and conduct advanced remote diagnostic sessions.
Your primary focus is resolving software, operating system, network, account, and business application incidents remotely, ensuring proper ticket categorization, and bridging technical issues to specialized higher-tier engineering groups or on-site field technicians when physical intervention is required.
Job details are sourced from the employer's original posting.
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The One 23 Group sets the benchmark for excellence in government services, empowering clients in the Department of Defense, Intelligence Community, and Federal Civilian sectors with advanced capabilities. They foster a people-first culture underpinned by ethical principles and innovative technologies.