Tier 2 APR Technical Support

OBXtek Inc.•Washington, DC

1d•Hybrid

About The Position

OBXtek 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 both remotely and onsite, including the walk-in facility, with flexibility to respond to fluctuating ticket volumes and special projects. The position involves supporting over 11,000 USDA employees and requires a Public Trust security clearance.

Requirements

Strong technical skills in hardware/software troubleshooting.
Experience with VPN, networking, and OS upgrades.
Proficiency in account management, imaging, and software deployment.
Familiarity with telecommunications systems (VTC, VoIP, WITS).
Knowledge of asset/configuration management.
Excellent customer service and communication skills.
Public Trust security clearance.

Nice To Haves

Prior experience in federal IT environments, especially USDA.
Proficiency with Remedy, Service Now, 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.

Responsibilities

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.
Provide onsite, 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.
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.
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.
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.
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.
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.