Help Desk Specialist II -Tier 2 Support
TEEMA
Orlando, United States of America
yesterday
Role details
Contract type
Permanent contract Employment type
Full-time (> 32 hours) Working hours
Shift work Languages
English Compensation
$ 55KJob location
Remote
Orlando, United States of America
Tech stack
Multitier Architecture
Microsoft Windows
Microsoft Active Directory
Microsoft Outlook
Virtual Private Networks (VPN)
Microsoft Office
Remote Access Technology
Airwatch
Software Deployment
Tablet Computers
Laptops
ServiceNow
Job description
Provide 24x7x365 Tier II advanced technical support for incidents and requests transferred via ServiceNow ticket or warm-transferred telephone call.
- Perform advanced (second level) remote troubleshooting for:
- Mobile device issues, including CBP's mobile service environment (AirWatch)
- Email and Microsoft Outlook accounts and functionality
- Personal Identity Verification (PIV) card access to CBP systems
- Remote VPN access (Global Protect and Zscaler)
- Remote access using DHS Workplace (WaaS)
- Microsoft Office products
- Windows and Active Directory
- Remote software installations
- Resolve >=90% of tickets assigned to Tier II (AQL target).
- Process >=90% of tickets within 4 hours (resolved or escalated to next level).
- Answer >=80% of transferred calls/chats within 60 seconds.
- Escalate incidents to next-level support (internal CBP teams and third-party vendors).
- Perform remote installation and troubleshooting of workstations, peripherals (desktops, laptops, tablets, printers, scanners, cameras).
- Install approved software using Government-provided tools.
Requirements
Do you have experience in Windows?
Benefits & conditions
4.04.0 out of 5 stars Orlando, FL Hybrid work $52,000 - $55,000 a year - Full-time