Tier 3 Senior Support Specialist (Team Lead)

DecisionPoint Corporation is seeking a Tier 3 Senior Support Specialist (Team Lead) to provide expert IT support and team leadership for the USDA Customer Experience Center (CEC) Tier 3 end-user services. The position involves managing escalated support issues, guiding Tier 2 teams, and ensuring that all technical support aligns with USDA standards and service level agreements.

Requirements

• Act as the senior escalation point for complex Tier 3 issues, addressing advanced hardware, software, and network-related problems.
• Lead a team of Tier 2 support specialists, providing mentorship, technical direction, and ongoing training to ensure consistent, high-quality support.
• Utilize USDA’s IT service management (ITSM) system (e.g., BMC Remedy Helix or ServiceNow) to manage and document incident, change, and work order tickets, ensuring accurate and thorough records.

Benefits

• Medical, Dental, Vision, Life Insurance, Short-Term Disability, Long-Term Disability, 401(k) Match, Health Savings Account, Flexible Spending Account, Training Reimbursement, Education Assistance, Paid Time Off, and Holidays