Help Desk Specialist II (Tier 2 – Advanced Support) CBP Technology Service Desk (TSD)

Location: Remote; Ashburn, VA, USA listed in the job conditions. Sole U.S. citizenship is required.

Company

hirify.global provides technical support services for government and enterprise IT environments.

What you will do

• Provide Tier II advanced technical support for incidents and service requests through ServiceNow tickets and transferred calls.
• Perform remote troubleshooting for Windows, Active Directory, Microsoft Office, Outlook, mobile devices, VPN access, PIV cards, DHS Workplace, and remote software installations.
• Support workstations and peripherals, including desktops, laptops, tablets, printers, scanners, and cameras.
• Resolve at least 90% of assigned Tier II tickets and process at least 90% within four hours.
• Answer at least 80% of transferred calls and chats within 60 seconds.
• Escalate incidents to CBP support groups and third-party vendors when required.

Requirements

• High school diploma or equivalent; an Associate's degree in IT is preferred.
• At least two years of IT help desk or technical support experience with Tier II troubleshooting.
• Strong knowledge of Windows OS, Active Directory, Microsoft Office 365, Outlook, and mobile device management.
• Experience with VPN technologies, remote access tools, and PIV or smart card authentication.
• Ability to work rotating shifts, including nights, weekends, and holidays, as part of 24x7x365 coverage.
• Sole U.S. citizenship and successful completion of a CBP Background Investigation are required.

Nice to have

• CompTIA A+, Network+, or Security+ certification.
• HDI Desktop Support Technician or ITIL Foundation certification.
• Experience with AirWatch or Workspace ONE, GlobalProtect, Zscaler, ServiceNow ITSM, federal government support, or CBP Tier II operations.

Culture & Benefits

• Remote work arrangement with rotating shifts.
• Medical, vision, and dental benefits.
• Paid time off.
• 401(k) plan.