Tier 2 IT Support Specialist

The Tier 2 IT Support Specialist role provides remote, after-hours technical assistance for USDA and other clients, acting as the escalation point between Tier 1 and Tier 3 with deep hardware, software, networking, and account troubleshooting expertise.

Responsibilities

• Address escalations from Tier 1 through the Remedy ticketing system.
• Diagnose and resolve VPN connectivity issues, perform password resets, and support USDA-approved desktop applications.
• Process incidents, change requests, and work orders with an emphasis on timely closure to meet performance targets and ensure customer satisfaction.
• Deliver remote support for hardware and software problems.
• Execute software installations, remote reimaging, and configuration of USDA-standard systems.
• Assist with operating system upgrades, patch management, and deployment activities.
• Troubleshoot and support telecommunications equipment including VTC, VoIP, and WITS.
• Resolve printer, peripheral, and network connectivity problems.
• Assist with user account provisioning, password resets, and Windows Hello for Business (WHfB) support.
• Coordinate remote deployment, shipping, and tracking of loaner devices and other hardware assets.
• Maintain accurate inventory through asset and configuration management practices.
• Provide high quality support via phone, email, chat, and remote-access tools.
• Explain technical solutions clearly to non-technical users.
• Offer support to senior government executives, including the Office of the Secretary and Under Secretaries.
• Adapt to fluctuating ticket volumes and contribute to special IT projects as needed.
• Remain available for the assigned after-hours shift to ensure consistent coverage.
• Route tickets as a personal queue manager and oversee timely resolution.

Requirements

• An associate degree in Information Technology or a related field, or equivalent job experience.
• Two years of relevant technical support or help desk experience.
• One year of hardware and software troubleshooting experience.
• One year of experience with VPN, networking, and operating system upgrades.
• One year of experience in account provisioning, remote imaging, and software deployment.
• One year of experience with telecommunications systems (VTC, VoIP, WITS).
• One year of experience with asset and configuration management.
• U.S. citizenship with the ability to pass a comprehensive background check and maintain a favorable Public Trust status.

Technologies

Technologies and tools used in this role include the Remedy ticketing system, VPN connectivity, Windows 10 and Windows 11 (OS upgrades and migrations), remote imaging, and Office 365 suite (Outlook, Teams, SharePoint Online). Additional platforms include VTC, VoIP, WITS, Linc-Pass (PIV Card), Windows Hello for Business, and Active Directory.

Benefits

• Health, dental, and vision insurance
• 401(k) retirement plan
• Flexible spending account
• Paid leave, including PTO and parental leave

Work Schedule & Remote Requirements

• Evening shift from 4:30 PM to 1:00 AM.
• Overnight shift from 1:00 AM to 8:30 AM.
• Mixed or weekend shift that includes a weekend block from 8:00 AM to 4:30 PM.
• A reliable high-speed internet connection and a secure, distraction-free home workspace are required.
• Ability to work independently with minimal supervision during evening, overnight, and weekend periods.
• Willingness to work scheduled after-hours, weekend, and holiday shifts as assigned.
• Government-furnished equipment must be maintained and secured per USDA policy.

Additional Duties

• Remotely diagnose and resolve PC and network hardware and software issues, coordinating local hands-on support or device shipment when on-site repair is necessary.
• Provide advanced support for Microsoft Outlook, Teams, and Office 365.
• Support Linc-Pass (PIV Card) certificate associations and wireless broadband connectivity.
• Assist with remote PC refresh and migration, for example from Windows 10 to Windows 11.
• Offer end-user training on Microsoft Office 365 and SharePoint Online.

Preferred Qualifications

• Three years of relevant technical support or help desk experience.
• Previous experience in federal IT environments, particularly USDA.
• Proficiency with Remedy or similar ticketing systems.
• Experience supporting printers, peripherals, and networking hardware.
• Advanced troubleshooting skills for Microsoft Teams and Outlook.
• Familiarity with Active Directory and domain-level user rights administration.
• Strong customer service and communication skills.
• ITIL Foundation (v4) certification is desirable but not required.
• Relevant certifications such as CompTIA A+, Network+, Security+, HDI Support Center Analyst, or Microsoft 365 Certified are a plus.
• Must be able to obtain and maintain a favorable Public Trust background status.