Help Desk Specialist II (Tier II– Advanced Support)

Aretec Inc

1d•Hybrid

About The Position

Aretec is seeking a Help Desk Specialist II (Tier 2 – Advanced Support) to provide advanced technical support for the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role delivers second-level troubleshooting and resolution for complex technical issues escalated from Tier 1, supporting CBP's mission-critical IT environment. The ideal candidate brings strong technical depth, excellent problem-solving skills, and experience supporting enterprise-scale systems.

Requirements

High school diploma or equivalent; Associate's degree in IT preferred.
Minimum 2 years of experience providing IT help desk or technical support with Tier II-level troubleshooting.
Strong knowledge of Windows OS, Active Directory, Microsoft Office 365, Outlook, and mobile device management (MDM).
Experience supporting 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).

Nice To Haves

CompTIA A+, Network+, or Security+ certification.
HDI Desktop Support Technician certification.
Experience with AirWatch/Workspace ONE MDM.
Experience with GlobalProtect VPN and Zscaler.
Experience using the 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 service requests transferred via ServiceNow tickets or warm-transferred calls.
Perform advanced remote troubleshooting for mobile devices and CBP mobile service environment (AirWatch/Workspace ONE).
Perform advanced remote troubleshooting for email services and Microsoft Outlook.
Perform advanced remote troubleshooting for Personal Identity Verification (PIV) card authentication.
Perform advanced remote troubleshooting for remote VPN access (GlobalProtect and Zscaler).
Perform advanced remote troubleshooting for remote access via DHS Workplace (WaaS).
Perform advanced remote troubleshooting for Microsoft Office products.
Perform advanced remote troubleshooting for Windows OS and Active Directory.
Perform advanced remote troubleshooting for remote software installations.
Resolve ">="90% of tickets assigned to Tier II in alignment with AQL targets.
Process ">="90% of Tier II tickets within 4 hours (resolved or escalated).
Answer ">="80% of transferred calls and chats within 60 seconds.
Escalate incidents to next-level support teams, including internal CBP groups and third-party vendors, as required.
Perform remote installation and troubleshooting of workstations and peripherals, including desktops, laptops, tablets, printers, scanners, and cameras.
Install approved software using Government-provided tools and processes.