Help Desk Specialist II -Tier 2 Support

Task 3: TSD Advanced Support (Tier II)

• 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.