What are the responsibilities and job description for the Help Desk Specialist II -Tier 2 Support position at Lynn Rodens?
Help Desk Specialist II
Task 3: TSD Advanced Support (Tier II)
Ashburn, VA / Orlando, FL / San Antonio, TX - Primarily remote, within commuting distance
Rotating shifts, 24x7x365 coverage required
Bilingual Highly Preferred
Provide 24x7x365 Tier II advanced technical support for incidents and requests transferred via ServiceNow ticket or warm-transferred telephone call.
Task 3: TSD Advanced Support (Tier II)
Ashburn, VA / Orlando, FL / San Antonio, TX - Primarily remote, within commuting distance
Rotating shifts, 24x7x365 coverage required
Bilingual Highly Preferred
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.