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 handle s 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 p roficiency in troubleshooting tools, logs, and diagnostic methods
- Strong e xperience with operating systems ( e.g., Windows , Linux)
- Strong e xperience 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 P ermanent R esident that has lived in the United States for at least 3 years
- Federal Civilian Public Trust Consists of a review of up to but not limited to: Covers 10 year period and in some instances lifetime events OPM Security Investigations Index (SII) DOD Defense Central Investigations Index (DCII) National Agency Check (NAC) records FBI name check FBI fingerprint check Credit report check Written inquiries to previous employers and references listed on the application for employment Potential interviews with the subject, spouse, neighbors, supervisor, coworkers Law enforcement check Court records check Education check- Attendance and Degrees Acceptable Credentials
Nice To Haves
- Experience with scripting or automation ( e.g., PowerShell, Bash, Python) (preferred)
- Experience with Infrastructure as a Service ( IaaS ) , cloud platforms, or enterprise IT environments (preferred)
- Experience with Tier 2 or advanced support, technical troubleshooting, clinical and patient data workflows, and regulatory awareness (preferred)
- Knowledge of VA operations (e.g., VistA , Telehealth and Scheduling) (preferred)
- Knowledge of Electronic Health Record ( EHR ) / Electronic Medical Record ( EMR ) systems (preferred)
Responsibilities
- Investigate s and resolve s technical issues escalated from Tier 1 support
- Perform s advanced troubleshooting across software, hardware, cloud networks, and/or C# applications
- Document s issues, solutions, and root causes in the ticketing system
- Collaborate s with engineering, Tier 3 Support , and/ or development teams on unresolved or systemic issues
- Provide s guidance and mentorship to Tier 1 Support agents
- Identif ies recurring problems and recommend s process or product improvements
- Assist s with system updates, patches, and configuration changes
- Communicate s clearly with customers regarding progress and resolution
- Follow s Service Level Agreements ( SLAs ) and ensure s timely ticket handling
- Participate s in on-call activities when
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
Number of Employees
1-10 employees
