Help Desk Specialist II (Tier 2 - Advanced Support)

Duties And 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.

Requirements

• Minimum 2 years of IT help desk or technical support experience with Tier II-level troubleshooting.
• Strong knowledge of Windows OS, Active Directory, Microsoft Office 365, Outlook, and mobile device management (MDM).
• Experience with VPN technologies, remote access tools, and PIV/smart card authentication.
• Ability to work rotating shifts including nights, weekends, and holidays.
• Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).

Qualifications

• High school diploma or equivalent required.