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# Help Desk Specialist II -Tier 2 Support

- **Company:** TEEMA
- **Location:** Orlando, FL, United States (Remote available)
- **Salary:** $52,000.0 - $55,000.0
- **Contract:** Permanent contract
- **Skills:** Multitier Architecture, Microsoft Windows, Active Directory, Microsoft Outlook, Virtual Private Networks (VPN), Microsoft Office, Remote Access Technology, Airwatch, Software Deployment, Tablet Computers, Laptops, Servicenow
- **Published:** May 29, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=75c6e9bba39550ea

## About the Role

Do you have experience in Windows?

## 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.


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