Tier 2 Help Desk, REMOTE

• Provide advanced remote support for end users experiencing hardware, software, login, connectivity, and access-related issues
• Troubleshoot Microsoft environments, including Outlook, Office applications, Windows systems, and Active Directory
• Support remote access tools, VPN connectivity, authentication issues, and mobile device management platforms
• Assist users with workstation setup, software installs, peripheral support, and system access requests
• Escalate more complex technical issues to engineering or specialized support teams when needed
• Document support activity and maintain accurate ticket updates within the ticketing system
• Deliver excellent customer service while managing multiple priorities in a fast-moving support environment

Do you have experience in VPN management?, We’re currently hiring an experienced Tier 2 Help Desk Specialist to join a fast-paced enterprise support environment supporting a large national organization. This is a fully remote opportunity for someone who enjoys solving technical issues, working independently, and supporting users in a high-volume environment.

Candidates must be comfortable working a rotating schedule in a 24/7 operation and able to travel to either Ashburn, VA or Orlando, FL to pick up company equipment if needed., * At least 2 years of Help Desk or Technical Support experience in a Tier 2 environment

• Strong troubleshooting skills across Microsoft technologies and remote support tools
• Experience supporting VPN connectivity, mobile devices, and enterprise user environments
• Ability to work independently and remain organized in a high-volume setting
• Strong communication and customer service skills
• Comfortable working rotating shifts, including evenings, weekends, and holidays
• U.S. Citizenship required
• Must be able to successfully pass a background investigation

Preferred Experience

• Experience with ServiceNow or similar ticketing platforms
• Familiarity with AirWatch/Workspace ONE, Zscaler, or GlobalProtect
• Certifications such as CompTIA A+, Network+, Security+, or ITIL are a plus
• Previous experience supporting government or enterprise-level environments is highly preferred