Service Desk Support Specialist Tier 2

Company: Cherokee Federal
Location: Dahlgren
Posted on: February 1, 2026

Job Description:

Cherokee Federal, part of Cherokee Nation Businesses, is seeking a seasoned Service Desk Support Specialist Tier 2 to join our innovative IT team. In this role, you will provide critical technical support and solutions within our government-focused IT services, ensuring high-quality assistance in response to our clients' complex IT needs. This position is essential for maintaining robust and secure IT operations, aligning with our commitment to excellence and client satisfaction. Act as the primary point of contact for all tier 2 support queries, troubleshooting more complex issues not resolved at tier 1. Log all incidents and problems in the incident management system and ensure all relevant details are documented. Collaborate with tier 3 support and other IT staff to resolve complex system and network issues. Monitor IT systems and perform regular maintenance to ensure system availability and reliability. Contribute to the creation and updating of the IT service knowledge base, helping to improve resolution times on recurring issues. Provide training and support to tier 1 support staff and participate in continuous improvement initiatives within the IT support team. Strong understanding of computer systems, networks, and troubleshooting techniques. Proficiency in helpdesk software and tools, such as ITSM or Remedy. Excellent communication and interpersonal skills. Ability to work well under pressure and adapt to changing scenarios. Experience with government IT security practices and protocols. Medical Insurance Dental Insurance Vision Insurance 401k CompTIA Security certification is highly desirable. ITIL Certification preferred.

Keywords: Cherokee Federal, North Bethesda , Service Desk Support Specialist Tier 2, IT / Software / Systems , Dahlgren, Maryland