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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier 2 IT Support Specialist - **Company:** TechAnax LLC - **Location:** Washington, DC, United States - **Salary:** $54,000.0 - $60,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Software Applications, VoIP, Configuration Management, Computer-Generated Imagery, Issue Tracking Systems, Networking Hardware, Virtual Private Networks (VPN), Network Troubleshooting, Remote Access Technology, Software Deployment, Software Engineering, User Environment Management, Peripherals, Information Technology, Network Support, Patch Management, User Administration, Servicenow, User Accounts - **Published:** August 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=6d71d3deb88a6213 ## About the Role * 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. ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [RPA in the Public Sector](https://www.wearedevelopers.com/videos/86-rpa-in-the-public-sector) - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Closing Keynote by Joel Spolsky](https://www.wearedevelopers.com/videos/615-closing-keynote-by-joel-spolsky) ## Related Articles - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025)