Tier II Remote Support Technician

As the Tier II Remote Support Technician (Solution Center) (Mid-level), you will act as a model of customer service excellence to all organizational staff members in Tier II Desk Side & Remote Support as part of DISA's Command, Control, Communications, and Computers Enterprise Directorate (C4E) J6 Service Delivery contract. You will be responsible for delivering mid-level Tier II remote technical support to J6 users — independently applying systems analysis techniques to resolve software and hardware issues via remote access tools, ensure SLA compliance, coordinate seamless escalations to deskside technicians, and support classified access troubleshooting. In assuming this position, you will be a critical contributor to meeting the mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments. Responsibilities: The primary duty of this position is the independent application of systems analysis techniques and specialized technical knowledge to deliver mid-level Tier II remote support to J6 users, including diagnostic problem-solving via remote access tools, classified access troubleshooting, and coordination with deskside technicians for on-site intervention. The candidate exercises discretion and independent judgment in technical resolution decisions, in determining when an issue can be resolved remotely versus when on-site intervention is required, and in escalating stalled incidents — operating remotely with the Subject Matter Expert 2 technical designation and without continuous direct supervision on individual technical decisions. Independently supports remote support operations at the assigned location, managing assigned incident workload and resolving end-user issues via remote access tools; determines root cause and selects technically appropriate remediation without supervisor direction on individual incidents. Ensure SLA compliance using ServiceNow and supports remediation, asset accountability, and classified access troubleshooting; exercises judgment in prioritizing personal workload to meet SLA targets. Applies technical expertise in enterprise desktop environments, Windows OS, and remote support tools to resolve complex end-user issues; independently selects diagnostic approach based on observed symptoms. Documents all support activities with accurate and detailed records in ServiceNow, ensuring all interactions and resolutions are captured for tracking and reporting. Independently troubleshoots specific software and hardware customer-related issues remotely, utilizing remote access tools and software; exercises judgment in determining when remote remediation is feasible. Provides timely and effective solutions to customer problems, ensuring high levels of customer satisfaction. Collaborates with the Solution Center Lead to consult on complex or unresolved issues, seeking guidance and support when necessary; exercises judgment in determining when consultation versus independent resolution is appropriate. Independently escalates issues to EUD Tier II technicians when further resolution is required, ensuring seamless handover and effective problem resolution; frames technical handoffs so receiving technicians can act without redundant rediscovery. Maintains accurate and detailed records of customer interactions including issue description, troubleshooting steps, and solutions provided. Stays current with the latest software and hardware technologies, continuously expanding knowledge and skills to enhance troubleshooting capabilities. Adheres to established service level agreements and performance metrics, meeting or exceeding targets for issue resolution and customer satisfaction. Independently performs remote diagnostics on J6-issued Government Furnished Equipment (GFE) and coordinates with deskside technicians when on-site intervention is required; exercises judgment in determining remote-versus-on-site disposition. Independently supports NIPR and SIPR remote access troubleshooting, coordinating with network and security teams as needed; applies specialized knowledge of classified access environments. Monitors aging remote support tickets and proactively escalates stalled incidents to the Solution Center Lead; exercises judgment in identifying which tickets require escalation versus continued mid-level handling. Highlights of Responsibilities In fulfillment of the primary duty described above, and in performance of task requirements, the candidate is responsible for: Supporting remote support operations at the assigned location, managing assigned incident workload and resolving end-user issues via remote access tools. Ensuring SLA compliance using ServiceNow and supporting remediation, asset accountability, and classified access troubleshooting. Applying technical expertise in enterprise desktop environments, Windows OS, and remote support tools to resolve complex end-user issues. Documenting all support activities with accurate and detailed records in ServiceNow, ensuring all interactions and resolutions are captured for tracking and reporting. Troubleshooting specific software and hardware customer-related issues remotely, utilizing remote access tools and software. Providing timely and effective solutions to customer problems, ensuring high levels of customer satisfaction. Collaborating with the Solution Center Lead to consult on complex or unresolved issues, seeking guidance and support when necessary. Escalating issues to EUD Tier II technicians when further resolution is required, ensuring seamless handover and effective problem resolution. Maintaining accurate and detailed records of customer interactions including issue description, troubleshooting steps, and solutions provided. Staying current with the latest software and hardware technologies, continuously expanding knowledge and skills to enhance troubleshooting capabilities. Adhering to established service level agreements and performance metrics, meeting or exceeding targets for issue resolution and customer satisfaction. Performing remote diagnostics on J6-issued Government Furnished Equipment (GFE) and coordinating with deskside technicians when on-site intervention is required. Supporting NIPR and SIPR remote access troubleshooting, coordinating with network and security teams as needed. Monitoring aging remote support tickets and proactively escalating stalled incidents to the Solution Center Lead. Other duties as needed. Qualifications: Years of Experience: 5 or more years of progressively responsible professional experience in Tier II remote support, IT systems analysis, or enterprise endpoint computing in roles requiring independent judgment and technical decision-making. Education Level: Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related technical discipline; or equivalent combination of advanced vendor certification (including vendor certification in the technology being applied) and directly relevant professional experience accepted in lieu of degree. Clearance Requirements: Active Secret Certification Requirements: Required Certifications: ITIL v4 Foundations, CompTIA Security+, HDI Desktop Advanced Support Technician. Preferred Certifications: CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, Windows 11 OS Troubleshooting certification. Any other work-related qualifications needed for the role: Preferred Experience: Prior experience supporting a DoD or J6 customer environment, including classified network remote access support, DameWare or equivalent remote access tools, or Solution Center operations. Salary Range: $55,000 to $75,000 The compensation range listed for this position represents the good faith salary range Diné Development Corporation (DDC) and its subsidiaries reasonably expect to pay for the role, in accordance with applicable state and local pay transparency laws. Actual compensation will be determined based on a variety of factors, including the position's responsibilities, the candidate's education, experience, skills, internal equity, market considerations, and any applicable collective bargaining agreements or legal requirements. About Us Diné Development Corporation (DDC) is a Navajo Nation–owned family of companies that provides government agencies and commercial organizations with high-quality IT, professional, environmental, and research and development services. DDC is dedicated to empowering the Navajo Nation and the communities we serve. Benefits Eligible full-time employees receive a comprehensive benefits package, including medical, dental, vision, life and disability coverage, retirement savings with company match, and paid time off. Additional benefits include voluntary supplemental benefits, access to an employee assistance program, and educational assistance with tuition reimbursement. Equal Opportunity & Compliance Statement This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a), and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, or for inquiring about, discussing, or disclosing information about compensation, or any other basis prohibited by law. We participate in E-Verify. DDC is committed to providing equal employment opportunities to all applicants and employees. If you require a reasonable accommodation to participate in the application or interview process, please contact Recruiting for assistance [email protected]