Help Desk Specialist II (Tier II - Advanced Support)

Aretec is seeking a Help Desk Specialist II (Tier 2 - Advanced Support) to provide advanced technical support for the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role delivers second-level troubleshooting and resolution for complex technical issues escalated from Tier 1, supporting CBP's mission-critical IT environment. The ideal candidate brings strong technical depth, excellent problem-solving skills, and experience supporting enterprise-scale systems. What You'll Do

• Provide 24x7x365 Tier II advanced technical support for incidents and service requests transferred via ServiceNow tickets or warm-transferred calls.

• Perform advanced remote troubleshooting for:

• Mobile devices and CBP mobile service environment (AirWatch/Workspace ONE)

• Email services and Microsoft Outlook

• Personal Identity Verification (PIV) card authentication

• Remote VPN access (GlobalProtect and Zscaler)

• Remote access via DHS Workplace (WaaS)

• Microsoft Office products

• Windows OS and Active Directory

• Remote software installations

• Resolve 90% of tickets assigned to Tier II in alignment with AQL targets.

• Process 90% of Tier II tickets within 4 hours (resolved or escalated).

• Answer 80% of transferred calls and chats within 60 seconds.

• Escalate incidents to next-level support teams, including internal CBP groups and third-party vendors, as required.

• Perform remote installation and troubleshooting of workstations and peripherals, including desktops, laptops, tablets, printers, scanners, and cameras.

• Install approved software using Government-provided tools and processes.

• High school diploma or equivalent; Associate's degree in IT preferred.

• Minimum 2 years of experience providing IT help desk or technical support with Tier II-level troubleshooting.

• Strong knowledge of Windows OS, Active Directory, Microsoft Office 365, Outlook, and mobile device management (MDM).

• Experience supporting VPN technologies, remote access tools, and PIV/smart card authentication.

• Ability to work rotating shifts, including nights, weekends, and holidays.

• Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).

Preferred Qualifications

• CompTIA A+, Network+, or Security+ certification.

• HDI Desktop Support Technician certification.

• Experience with AirWatch/Workspace ONE MDM.

• Experience with GlobalProtect VPN and Zscaler.

• Experience using the ServiceNow ITSM platform.

• Prior federal government or CBP Tier II support experience.

• ITIL Foundation certification.