Technical Support Specialist Tier 2 (Remote)
About The Position
We're looking for a Technical Support Specialist Tier 2 to solve technical issues, diagnose complex software and system problems, and ensure timely resolution of incidents! Apply today to join a mission-driven team supporting critical healthcare technology environments within the Department of Veterans Affairs (VA). Position Description: The Technical Support Specialist Tier 2 handles escalated technical issues that cannot be resolved by Tier 1 Help Desk Support. The Technical Support Specialist Tier 2 will diagnose complex software and system problems in cloud environments, work directly with customers and internal teams, and ensure timely resolution of incidents.
Requirements
- 3 years of information technology experience
- High School Diploma
- Strong understanding of web-based software products, systems, and cloud platforms (e.g., Azure, AWS)
- Strong proficiency in troubleshooting tools, logs, and diagnostic methods
- Strong experience with operating systems (e.g., Windows, Linux)
- Strong experience with ticketing systems (e.g., ServiceNow (SNOW), Jira)
- Familiarity with networking fundamentals (e.g., Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), Transmission Control Protocol/Internet Protocol (TCP/IP), Virtual Private Network (VPN), firewalls)
- Ability to read and interpret system logs or error reports
- Excellent written and verbal communication skills
- Strong problem solving and analytical thinking skills
- Ability to work independently on complex issues
- Ability to obtain/maintain a Federal Civilian Public Trust
- U.S. Citizenship or Permanent Resident that has lived in the United States for at least 3 years
Nice To Haves
- Experience with scripting or automation (e.g., PowerShell, Bash, Python)
- Experience with Infrastructure as a Service (IaaS), cloud platforms, or enterprise IT environments
- Experience with Tier 2 or advanced support, technical troubleshooting, clinical and patient data workflows, and regulatory awareness
- Knowledge of VA operations (e.g., VistA, Telehealth and Scheduling)
- Knowledge of Electronic Health Record (EHR)/Electronic Medical Record (EMR) systems
Responsibilities
- Investigates and resolves technical issues escalated from Tier 1 support
- Performs advanced troubleshooting across software, hardware, cloud networks, and/or C# applications
- Documents issues, solutions, and root causes in the ticketing system
- Collaborates with engineering, Tier 3 Support, and/or development teams on unresolved or systemic issues
- Provides guidance and mentorship to Tier 1 Support agents
- Identifies recurring problems and recommends process or product improvements
- Assists with system updates, patches, and configuration changes
- Communicates clearly with customers regarding progress and resolution
- Follows Service Level Agreements (SLAs) and ensures timely ticket handling
- Participates in on-call activities when required
Benefits
- Medical, dental, vision and prescription drug coverage for you and your family.
- Life Insurance, short-term disability and long-term disability paid for by the Company.
- Supplemental coverages including Accident, Critical Illness, and Hospital.
- Additional Life insurance coverage for you and your dependents.
- 401k plan with various options to select based on your retirement goals.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
