Waas Support Jobs

1 job found

1mo ago

Help Desk Specialist II

Chronos Operations, LLC Virginia 🇺🇸 Remote

Virginia

1mo ago Closed

$24 - $26/hr Full time Active Directory Application Support Computer Skills

This position is no longer accepting applications (closed Jul 6, 2026).

Job Description

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

View full job page →

Get Waas Support Jobs alerts

New Waas Support Jobs, daily.