Help Desk Specialist II

This role provides advanced second-level technical support for CBP's Technology Service Desk, delivering around-the-clock Tier II troubleshooting, resolution of complex IT issues, and remote software support.

Responsibilities

• Provide 24x7x365 Tier II advanced technical support for incidents and requests transferred via ServiceNow or warm-transferred telephone calls.
• Address mobile device issues within CBP's mobile service environment (AirWatch).
• Support Email and Microsoft Outlook accounts and functionality.
• Manage Personal Identity Verification (PIV) card access to CBP systems.
• Provide remote VPN access support using GlobalProtect and Zscaler.
• Support remote access through DHS Workplace (WaaS).
• Assist with Microsoft Office products, Windows and Active Directory.
• Perform remote software installations.
• Resolve at least 90% of Tier II tickets (AQL target).
• Process at least 90% of tickets within 4 hours (resolved or escalated).
• Answer at least 80% of transferred calls or chats within 60 seconds.
• Escalate incidents to next-level support, including internal CBP teams and third-party vendors.
• Conduct remote installation and troubleshooting of workstations and peripherals (desktops, laptops, tablets, printers, scanners, cameras).
• Install approved software using Government-provided tools.
• Make independent, sound decisions using critical thinking and innovative problem-solving approaches to support mission objectives.
• Carry out other duties as assigned.

Requirements

• High school diploma or equivalent.
• 2+ years of IT help desk or technical support experience with Tier II-level troubleshooting.
• Experience with VPN technologies, remote access tools, and PIV/smart card authentication.
• Must be available to support rotating shifts; 24x7x365 coverage required.
• U.S. Citizenship required; must pass CBP Background Investigation.

Technologies

• Windows operating system
• Active Directory
• Microsoft Office 365 and Outlook
• MDM, including AirWatch and Workspace ONE
• Microsoft Project
• ServiceNow ITSM
• Amazon Connect
• Global Protect VPN
• Zscaler
• DHS Workplace (WaaS)
• PIV/smart card authentication

Preferred Qualifications

• Associate's degree in Business Administration, Information Technology, or related field (or equivalent experience).
• CompTIA A+, Network+, or Security+ certification.
• HDI Desktop Support Technician certification.
• Experience with AirWatch/Workspace ONE MDM.
• Experience with Global Protect VPN and Zscaler.
• Experience with the ServiceNow ITSM platform.
• Prior federal government or CBP Tier II support experience.
• ITIL Foundation certification.

Knowledge, Skills, and Abilities

• Strong knowledge of Windows OS, Active Directory, Microsoft Office 365, Outlook, and mobile device management.
• Proficiency with tools such as Microsoft Project, ServiceNow, and Amazon Connect.
• Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem solving to support mission objectives.
• Capability to manage multiple tickets, meet SLA commitments, and maintain accurate documentation.
• Skill in identifying and resolving IT issues quickly, following escalation protocols.
• Ability to collaborate with internal teams and other agencies to resolve cross-functional IT needs.
• Willingness to support rotating shift, 24x7x365 coverage.
• Analytical skills to evaluate customer feedback and performance metrics for continuous improvement.
• Excellent interpersonal, facilitation, and leadership abilities for coordinating teams and communicating with stakeholders.
• Strong written and verbal communication for technical documentation and stakeholder coordination.
• Proven ability to manage relationships with internal teams, external partners, vendors, and senior leadership.
• Project management capabilities and effective cross-functional teamwork.
• Ability to meet minimum clearance requirements and travel up to 10 percent.
• Willingness to work nights, weekends, and holidays as required.

Compensation and Location

Location: Virginia (remote)

Compensation: USD 24 - 26 per hourly