Help Desk Specialist II

Responsibilities

• 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.
• Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success.
• Other duties as assigned.

Qualifications

• High school diploma or equivalent
• 2+ years of IT help desk or technical support experience with Tier II-level troubleshooting
• Experience with VPN technologies, remote access tools, and PIV/smart card authentication
• Must be available to support rotating shift, 24x7x365 coverage required
• U.S. Citizenship required; must pass CBP Background Investigation (BI)

Preferred Qualifications

• Associate's degree in Business Administration, Information Technology, or related field preferred
• Experience may be used in lieu of education
• CompTIA A+, Network+, or Security+ certification
• HDI Desktop Support Technician certification
• Experience with AirWatch/Workspace ONE MDM
• Experience with Global Protect VPN and Zscaler
• Experience with the ServiceNow ITSM platform
• Prior federal government or CBP Tier II support experience
• ITIL Foundation certification