Tier 2 IT Support Specialist

Evolver Federal•, VA

2d•Remote

About The Position

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 on-site supervision.

Requirements

Associate's degree in Information Technology or a related field, or equivalent job experience.
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.
Reliable high-speed internet connection and a secure, distraction-free home workspace are required.
Ability to work independently with minimal direct supervision during evening, overnight, and weekend periods.
Availability to work scheduled after-hours, weekend, and holiday shifts as assigned.
Government-furnished equipment must be maintained and secured in accordance with USDA policy.

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).
Must have the ability to obtain and maintain a favorable Public Trust background status.

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 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, coordinating 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.