Technical Support Specialist Tier 2 (Remote)

Oxley Enterprises®, Inc.

77d • Remote

About The Position

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. This role supports critical healthcare technology environments within the Department of Veterans Affairs (VA).

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.

What This Job Offers

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