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 Service Now 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 Service Now, 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…