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.

Requirements

• Ability to obtain a Public Trust clearance.
• Bachelor’s Degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• 5+ years of hands-on IT support experience, with at least 2 years in a senior or team lead role within a Tier 3 environment.
• Proficiency in using IT service management tools, such as BMC Remedy Helix or ServiceNow, for ticket tracking and resolution.
• Advanced troubleshooting and diagnostic skills for complex IT issues, including hardware, software, and network challenges.
• Familiarity with USDA standards and policies, including asset management, knowledge management, and Section 508 compliance.
• Strong understanding of ITIL best practices and the ability to apply them within a Tier 3 support environment.
• Excellent leadership and interpersonal skills, with proven experience in team mentorship and performance management.
• Highly organized and capable of meeting SLAs while effectively managing escalations.

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.