Technical Support Specialist

Salary: $85,000 - 125,000 per year Requirements:

• We require 2+ years of experience in a Tier 2 technical support or similar role.
• We need strong troubleshooting skills for software, hardware, and network issues in an enterprise setting.
• We require hands-on experience with ServiceNow or another ITSM platform, including ticket management and SLA reporting.
• We value familiarity with IoT devices, base-level accounting processes, and enterprise integration.
• We expect excellent communication, documentation, and problem-solving abilities.
• We need someone who can work independently and escalate issues appropriately when they exceed Tier 2 scope.
• We require 5 years of technical support experience.
• We require CompTIA Security+ certification.
• We require the ability to work on-site in Alexandria, VA.

• We provide Tier 2 support for FuelsAutomation solutions and resolve issues escalated from Tier 1.
• We deliver customer support using our knowledge of applications, infrastructure, business processes, and data flows.
• We troubleshoot hardware, software, network, and connectivity problems using diagnostic tools and established procedures.
• We document and maintain all support activity in ServiceNow, including submission time, priority, assignment, and status details.
• We monitor, prioritize, and manage cases through resolution while maintaining accuracy and attention to detail.
• We support reporting by contributing ticket summaries, open and resolved logs, and service-level performance data for dashboard use.
• We validate solutions, test fixes, and complete follow-up checks to confirm issues are fully resolved.
• We escalate unresolved or complex matters to Tier 3 support when needed.
• We assist with production incident resolution, including transaction rejects and processing errors, and work with DLA Energy business units to clear accounts, remove unreconciled backlogs, and support accurate reconciliation into EBS.

• Hardware
• IoT
• Support
• ITSM
• Network
• Security
• ServiceNow

More:

We are hiring a Technical Support Specialist to join our three-tier support model, where this role serves as the second-line team for FuelsAutomation solutions supporting DLA Energy fuels management. We operate in an in-person environment at Coggins HQ in Alexandria, Virginia, and this full-time position offers a salary range of $85,000 to $125,000 per year. Our benefits package includes dental, health, vision insurance, and paid time off.

last updated 33 week of 2026