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. This on-site role involves managing escalated issues, mentoring teams, and ensuring alignment with USDA standards and SLAs. The position requires proficiency in IT service management systems like BMC Remedy Helix or ServiceNow.

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.
• 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.

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
• Holidays