Help Desk Specialist II -Tier 2 Support

Help Desk Specialist II

Task 3: TSD Advanced Support (Tier II)

Ashburn, VA / Orlando, FL / San Antonio, TX - Primarily remote, within commuting distance

Rotating shifts, 24x7x365 coverage required

BILINGUAL HIGHLY PREFERRED

Provide 24x7x365 Tier II advanced technical support for incidents and requests transferred via ServiceNow ticket or warm-transferred telephone call.
• Perform advanced (second level) remote troubleshooting for:
- Mobile device issues, including CBP's mobile service environment (AirWatch)
- Email and Microsoft Outlook accounts and functionality
- Personal Identity Verification (PIV) card access to CBP systems
- Remote VPN access (Global Protect and Zscaler)
- Remote access using DHS Workplace (WaaS)
- Microsoft Office products
- Windows and Active Directory
- Remote software installations
• Resolve >=90% of tickets assigned to Tier II (AQL target).
• Process >=90% of tickets within 4 hours (resolved or escalated to next level).
• Answer >=80% of transferred calls/chats within 60 seconds.
• Escalate incidents to next-level support (internal CBP teams and third-party vendors).
• Perform remote installation and troubleshooting of workstations, peripherals (desktops, laptops, tablets, printers, scanners, cameras).
• Install approved software using Government-provided tools.