Tier 2 IT Support Specialist

The Tier 2 IT Support Specialist provides advanced technical support to USDA customers by resolving complex hardware, software, and network-related issues escalated from Tier 1 service desk teams. This position serves as a key technical resource, providing on-site support, troubleshooting, incident resolution, and request fulfillment to ensure timely and effective customer service., The Tier 2 IT Support Specialist supports USDA end users through diagnosing and resolving technical issues, managing user accounts and assets, deploying hardware and software, and assisting with IT projects. This role requires strong technical expertise, excellent customer service skills, and the ability to work independently in a fast-paced support environment., Incident Response & Resolution

• Respond to service desk escalations from the USDA’s National Tier 1 Service Desk via the Remedy ticketing system.
• Diagnose and resolve technical issues, including VPN connectivity, software updates, and password assistance for USDA-approved standard desktop software.
• Address and resolve incidents, change requests, and work orders related to customer needs, ensuring timely completion and customer satisfaction.

Technical Support & Troubleshooting

• Provide on-site and remote support for hardware and software problems, including:
• Diagnosing and repairing software and hardware issues.
• Performing software installations, reinstallations, and deployments.
• Imaging and configuring computers for USDA standards.
• Addressing operating system upgrades and patch management.
• Support telecommunications equipment, including VTC, VoIP, and WITS services.
• Resolve networking issues, printer and peripheral malfunctions, and configuration errors.

Account & Asset Management

• Assist with account management tasks, including user account provisioning and password resets.
• Manage hardware deployments, including loaner devices, ensuring proper asset tracking and configuration.
• Participate in asset management and configuration management to maintain inventory accuracy and compliance.

Customer Service & Communication

• Deliver outstanding customer service through multiple support channels, including phone, remote access, and walk-in facilities.
• Provide support across four USDA walk-in facilities, ensuring in-person resolution of technical issues.
• Effectively communicate technical solutions to non-technical users to enhance the overall customer experience.

Flexible & Adaptive Support

• Offer flexible, on-demand support to meet fluctuating ticket volumes and project requirements.
• Quickly adapt to increased workload demands and assist with special projects as needed.
• Maintain availability for support during standard business hours, 8:00 AM to 4:30 PM, ensuring consistent coverage.

• U.S. Citizenship required.
• Experience providing Tier 2 IT support in an enterprise environment.
• Strong troubleshooting skills for hardware, software, and network-related issues.
• Experience supporting Windows operating systems, desktop applications, and end-user computing environments.
• Experience with ticketing systems such as Remedy, ServiceNow, or similar platforms.
• Experience with user account management, software deployments, and computer imaging.
• Strong customer service and communication skills.
• Ability to work on-site during standard business hours., * Strong technical skills in diagnosing and resolving hardware and software issues.
• Experience with VPN connectivity, networking support, and operating system upgrades.
• Proficiency in account management, software deployments, and computer imaging.
• Familiarity with telecommunications equipment, including VTC, VoIP, and WITS.
• Knowledge of asset and configuration management practices.
• Excellent customer service and communication skills, with a commitment to resolving issues efficiently and professionally.

Preferred Experience:

• Experience in federal IT environments, particularly USDA.
• Familiarity with Remedy, ServiceNow or similar ticketing systems.
• Proficiency in supporting printers, peripherals, and networking hardware.

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Vision insurance
• Dental insurance
• Life insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Vision insurance

TechAnax LLC is a Service Disabled Veteran Owned Small Business (SDVOSB) dedicated to delivering innovative and reliable information technology solutions. We pride ourselves on upholding core values of integrity, trust, respect, and accountability while providing customized services across various IT domains, TechAnax, a Service Disabled Veteran Owned Small Business (SDVOSB), provides our customers with services and solutions from a company with core values and work ethics reflecting integrity, trust, respect, and accountability. We pride ourselves as a professional services company delivering customized information technology and management solutions.TechAnax is ISO 9001:2015, ISO/IEC 27001:2013, ISO/IEC 20000-1:2018, and ISO/IEC 20243:2018 certified and appraised at CMMI-DEV ML3 and CMMI-SVC ML3. Member of Project Management Institute (PMI) and partnered with a variety of strategic manufacturers. Our solutions and core competencies include Program Management, System Engineering, Software Development, DevOps, Network Design and Engineering, Information Assurance, Service Desk Operations, Unified Communications, Secure Audio/Video Solutions, Data Center Hosting/Consolidation, Cloud Migration Planning, Cloud Hosting, FedRAMP, FISMA, Acquisition Support, Quality Assurance