Tier 2 APR After Hours Support

OBXtek•Washington D.C., DC

3d•Hybrid

About The Position

OBXtek is staffing a Tier 2 After Hours Technical Support function for the United States Department of Agriculture (USDA) Client Experience Center (CEC). The Tier 2 IT Support Specialist serves as a critical escalation point between the USDA's National Tier 1 Service Desk and advanced Tier 3 support teams. This role provides in-depth technical support for hardware, software, networking, and account-related issues, ensuring timely resolution and exceptional customer service. This is a fully remote, after-hours position; support is delivered remotely, outside of standard business hours, with the flexibility to respond to fluctuating ticket volumes and special projects. The Specialist works independently with minimal supervision. Work Schedule & Remote Requirements This is a fully remote, after-hours position. After Hours staff will have a schedule made up of one or two shifts. Shifts: Evening shift : 4:30 PM – 1:00 AM. Overnight shift : 12:00 AM – 8:30 AM. Day shift : 8:00 AM – 4:30 PM. Schedules : Schedule 1: 5 overnight shifts Schedule 2: Saturday and Sunday day shifts and 3 evening shifts Schedule 3: 2 overnight shifts and 3 evening shifts Assignments: Assigned shifts will remain as static as possible. But shifts may be adjusted for operational purposes. The team provides coverage seven days every week. Staff will work on Federal holidays that fall within the scheduled work shift. Availability to work the assigned schedule. Additional Requirements: Reliable high-speed internet connection and a secure, distraction-free home workspace are required. Ability to work independently with minimal supervision during evening, overnight, and weekend periods. Government-furnished equipment must be maintained and secured in accordance with USDA policy. Responsibilities Incident Response & Resolution Respond to escalated tickets from Tier 1 via either the Remedy or ServiceNow ticketing systems. Diagnose, troubleshoot and resolve issues related to VPN connectivity, Azure Virtual Desktop, password resets, and USDA-approved desktop software. Fulfill incidents, change requests, and work orders with a focus on timely resolution to ensure meeting performance metrics and customer satisfaction. Technical Support & Troubleshooting Provide remote support for hardware and software issues. Perform software installations, remote reimaging, and configuration of USDA-standard systems. Support operating system upgrades, patch management, and deployments. Troubleshoot and support telecommunications equipment (VTC, VoIP, WITS). Resolve issues with printers, peripherals, and network connectivity. Account & Asset Management Assist with user account provisioning, password resets, and WHfB support. Coordinate remote deployment, shipping, and tracking of loaner devices and other hardware assets. Maintain inventory accuracy through asset and configuration management practices. Customer Service & Communication Deliver high-quality support via phone, email, chat, and remote-access tools. Communicate technical solutions clearly to non-technical customers. Provide support to senior-level government executives, including the Office of the Secretary and Under Secretaries. Flexible & Adaptive Support Respond to fluctuating ticket volumes and assist with special IT projects. Maintain availability throughout the assigned after-hours shift to ensure consistent coverage. Redirect tickets appropriately as a personal queue manager and provide oversight for timely resolution. Additional Duties Remotely diagnose and resolve PC and network hardware/software issues, Coordinate local hands-on support or device shipment when physical repair is required. Provide advanced support for Microsoft Outlook, Teams, and Office 365. Support Linc-Pass (PIV Card) certificate association and wireless broadband connectivity. Support remote PC refresh and migration (e.g., Windows 10 to Windows 11). Offer end-user training on Microsoft Office 365 and SharePoint Online. is staffing for a Tier 2 Advanced Problem Resolution (APR) IT Support Specialist. This role serves as a critical escalation point between the USDA’s National Tier 1 Service Desk and advanced Tier 3 support teams. This role provides in-depth technical support for hardware, software, networking, and account-related issues, ensuring timely resolution and exceptional customer service. Support is delivered onsite, including the walk-in facility, with flexibility to respond to fluctuating ticket volumes and special projects. Key Responsibilities: Incident Response & Resolution Respond to escalated tickets from Tier 1 via the Remedy ticketing system. Diagnose, troubleshoot and resolve issues related to VPN connectivity, password resets, and USDA-approved desktop software. Fulfill incidents, change requests, and work orders with a focus on timely resolution to ensure meeting performance metrics and customer satisfaction. Technical Support & Troubleshooting While onsite, provide deskside and remote support for hardware/software issues. Perform software installations, reimaging, and configuration of USDA-standard systems. Support operating system upgrades, patch management, and deployments. Troubleshoot and support telecommunications equipment (VTC, VoIP, WITS). Resolve issues with printers, peripherals, and network connectivity. Account & Asset Management Assist with user account provisioning, password resets, and WHfB support. Manage deployment and tracking of loaner devices and other hardware assets. Maintain inventory accuracy through asset and configuration management practices. Customer Service & Communication Deliver high-quality support via phone, email, remote tools, and in-person at USDA walk-in facility or deskside. Communicate technical solutions clearly to non-technical customers. Provide support to senior-level government executives, including the Office of the Secretary and Under Secretaries. Flexible & Adaptive Support Respond to fluctuating ticket volumes and assist with special IT projects. Maintain availability during core business hours to ensure consistent coverage. Redirect tickets appropriately as a personal queue manager and provide oversight for timely resolution. Advanced Problem Resolution (APR) Duties Perform root cause analysis (RCA) and document findings Troubleshoot using logs, system tools, and configuration analysis as needed Identify patters in recurring incidents and recommend corrective actions Determine when escalation to Tier 3 is required Additional Duties Provide support to over 11,000 USDA employees. Generate weekly and monthly reports with data and trend analysis. Train, coach, and mentor Tier 1 service desk agents through ticket audits. Analyze customer feedback and develop strategies for service improvement. Maintain and repair PCs and network hardware/software. Provide advanced support for Microsoft Outlook, Teams, and Office 365. Support Linc-Pass (PIV Card) certificate association and wireless broadband connectivity. Conduct PC refresh and migration (e.g., Windows 10 to Windows 11). Offer end-user training on Microsoft Office 365 and SharePoint Online.

Requirements

Associate's degree in Information Technology or a related field; if no Associate’s degree in Information Technology or related field, one additional year of relevant technical support is required.
2 years of relevant technical support or help desk experience
1 year of experience in hardware/software troubleshooting.
1 year of experience with VPN, networking, and OS upgrades.
1 year of experience in account management, remote imaging, and software deployment.
1 year of experience with telecommunications systems (VTC, VoIP, WITS).
1 year of experience with asset/configuration management.
US Citizen with the ability to pass a comprehensive background check and maintain a favorable Public Trust background status.
Must have the ability to obtain and maintain a favorable Public Trust background status.

Nice To Haves

3 years of relevant technical support or help desk experience
Prior experience in federal IT environments, especially USDA.
Proficiency with Remedy or similar ticketing systems.
Experience supporting printers, peripherals, and networking hardware.
Advanced troubleshooting for Microsoft Teams and Outlook.
Familiarity with Active Directory and domain-level user rights administration.
Excellent customer service and communication skills.
ITIL Foundation (v4) certification desired but not required.
Relevant industry certifications are a plus (e.g., CompTIA A+, Network+, or Security+; HDI Support Center Analyst; Microsoft 365 Certified).

Responsibilities

Respond to escalated tickets from Tier 1 via either the Remedy or ServiceNow ticketing systems.
Diagnose, troubleshoot and resolve issues related to VPN connectivity, Azure Virtual Desktop, password resets, and USDA-approved desktop software.
Fulfill incidents, change requests, and work orders with a focus on timely resolution to ensure meeting performance metrics and customer satisfaction.
Provide remote support for hardware and software issues.
Perform software installations, remote reimaging, and configuration of USDA-standard systems.
Support operating system upgrades, patch management, and deployments.
Troubleshoot and support telecommunications equipment (VTC, VoIP, WITS).
Resolve issues with printers, peripherals, and network connectivity.
Assist with user account provisioning, password resets, and WHfB support.
Coordinate remote deployment, shipping, and tracking of loaner devices and other hardware assets.
Maintain inventory accuracy through asset and configuration management practices.
Deliver high-quality support via phone, email, chat, and remote-access tools.
Communicate technical solutions clearly to non-technical customers.
Provide support to senior-level government executives, including the Office of the Secretary and Under Secretaries.
Respond to fluctuating ticket volumes and assist with special IT projects.
Maintain availability throughout the assigned after-hours shift to ensure consistent coverage.
Redirect tickets appropriately as a personal queue manager and provide oversight for timely resolution.
Remotely diagnose and resolve PC and network hardware/software issues.
Coordinate local hands-on support or device shipment when physical repair is required.
Provide advanced support for Microsoft Outlook, Teams, and Office 365.
Support Linc-Pass (PIV Card) certificate association and wireless broadband connectivity.
Support remote PC refresh and migration (e.g., Windows 10 to Windows 11).
Offer end-user training on Microsoft Office 365 and SharePoint Online.
Respond to escalated tickets from Tier 1 via the Remedy ticketing system.
Provide deskside and remote support for hardware/software issues.
Manage deployment and tracking of loaner devices and other hardware assets.
Deliver high-quality support via phone, email, remote tools, and in-person at USDA walk-in facility or deskside.
Maintain availability during core business hours to ensure consistent coverage.
Perform root cause analysis (RCA) and document findings.
Troubleshoot using logs, system tools, and configuration analysis as needed.
Identify patterns in recurring incidents and recommend corrective actions.
Determine when escalation to Tier 3 is required.
Provide support to over 11,000 USDA employees.
Generate weekly and monthly reports with data and trend analysis.
Train, coach, and mentor Tier 1 service desk agents through ticket audits.
Analyze customer feedback and develop strategies for service improvement.
Maintain and repair PCs and network hardware/software.
Conduct PC refresh and migration (e.g., Windows 10 to Windows 11).