Help Desk Specialist II (Tier 2 - Advanced Support)

Titan Technologies Career • Ashburn, VA

2d • Onsite

About The Position

Zen Strategics, a Titan Technologies company, is seeking Help Desk Specialist II to support the Customs and Border Protection (CBP) Technology Service Desk. This role provides advanced Tier II technical troubleshooting and resolution for employees, contractors and external customers by responding to hardware, software, network, mobile device, VPN, and access-related issues. The position delivers 24x7x365 support, manages incidents through ServiceNow, performs remote installations and system maintenance, and escalates complex issues when necessary.

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).
• High school diploma or equivalent required.

Nice To Haves

• 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 ServiceNow ITSM platform.
• Prior federal government or CBP Tier II support experience.
• ITIL Foundation certification.

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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED