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.

#Workwolf

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