Help Desk Specialist II -Tier 2 Support

TEEMA

Orlando, FL

Job Description

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.
• 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.

Apply

Vacancy posted 5 days ago

Similar jobs that could be interesting for youBased on the Help Desk Specialist II -Tier 2 Support in Orlando, FL vacancy

Applications Specialist II Color Changing
Position Summary: The Applications Specialist II Color Changing is responsible for the design support, documentation, and application engineering of color-changing architectural... ...industries.Proficiency in AutoCAD required 2+ years.Experience preparing submittals, shop...
Suggested
For contractors
SESCO Lighting
Maitland, FL
17 hours ago
IT Technician Technical Admin Specialist
...Technician - Technical Administration Specialist to join our IT team in our... ...is responsible for supporting the firm's access control, IT... ...The ideal candidate will have 2+ years of experience in IT support... ...administration, help desk support, or a related role....
Suggested
Full time
Work at office
Akerman Llp
Orlando, FL
a month ago
Gas Turbine Shop Support Service Engineer II
...Florida OR Savannah, GA, is looking for a Gas Turbine Shop Support Service Engineer II. Company Overview At Mitsubishi Power, we’re not... ...from field measurement to new manufacturing drawings to help resolve field discrepancies, identifying the likely issues,...
Suggested
Permanent employment
Work experience placement
Night shift
Weekend work
Mitsubishi Power
Belle Isle, FL
19 days ago
Product Support Technician - Contractor
$40 per hour
...Description Job Description CASUAL PRODUCT SUPPORT TECHNICIAN - PERFORMANCE & HEALTH... ...ensuring accurate information is obtained Help validate new software features, including... ...officials review WHAT YOU'LL NEED ~1-2 years of technical support experience is...
Suggested
Hourly pay
For contractors
Casual work
Work at office
Remote work
Shift work
Catapult Sports
Orlando, FL
a month ago
Technical Support Analyst in Orlando, FL - Hybrid Role
...the office. Overview: Provides technical support to administrators, technicians, and... ...technical cases?created by customers looking for?help to understand or?troubleshoot unexpected?... ...of issues that we get there is no 1 or 2 must have skills. Instead we are looking...
Suggested
Work at office
Flexible hours
GD Resources
Orlando, FL
a month ago
Program Support Technician
# Program Support TechnicianTHE ORLANDO BRIDGE - ORLANDO, FL 32808## OverviewSalary Range$14... ...leadership skills and a passion for inspiring, helping and challenging people and we want you to... ..., community passes, and furloughs.2. Ensure the safety and welfare of clients...
Contract work
Work at office
Immediate start
Trial period
All shifts
Weekend work
Bridges International
Orlando, FL
4 days ago
Junior IT Systems Specialist
...Title: Junior IT Systems Specialist Location: Orlando International Airport (MCO) - Orlando... ...runs as smoothly as possible – and helping to support those IT systems could be where you... ...Information Technology, or related field and/or 2 years equivalent work experience....
Full time
Temporary work
Part time
Work experience placement
Casual work
Seasonal work
Local area
Shift work
Night shift
ServiceTec
Orlando, FL
22 hours ago
Hurricane Relief Call Center Representative
$21 per hour
...shifts from 8:00 AM - 2:00 PM and 2:00 PM - 8:... ...management systems while helping improve the customer... ...to submit up to a LEVEL II background and/or security... ...and incentives to support and reward our team members... ...Customer Service Specialist, Up to $21/hour Call Center...
Hourly pay
Full time
Contract work
Temporary work
Part time
Casual work
Work at office
Local area
Remote work
Work from home
Shift work
MCI
Orlando, FL
4 days ago
Support Engineer
$23.08 - $45.05 per hour
...security clearance is required. Overview As a Support Engineer, you will provide functional and... ...) Experience with troubleshooting, help desk environments, or ticketing systems Ability... ...insurance, including expert medical opinion 2. Short term disability and long term...
Hourly pay
Temporary work
Flexible hours
Weekend work
3 days per week
Oracle
Orlando, FL
1 day ago
X-Ray Tech - Medical Assistant
...committed up to $300 million in programs to support our incredible team members over the... ...clinical experience in a patient care setting is helpful. Experience using an EHR system is... ...comprised of 183 hospitals and more than 2,300 sites of care, in 20 states and the United...
Temporary work
Relocation package
Flexible hours
MD Now Urgent Care
Orlando, FL
4 days ago
IT Help Desk Technician
...IT Help Desk Technician Enterfusion is seeking an enthusiastic IT Help Desk Technician to join our growing team! As an IT Help Desk Technician, you will serve as the initial point of contact for clients facing technical difficulties. Your role will be essential in...
Enterfusion
Orlando, FL
3 days ago
IT Help Desk Technician
$48k - $65k
...Job Description Enterfusion is seeking an enthusiastic IT Help Desk Technician to join our growing team! As an IT Help Desk Technician... ...Requirements KEY RESPONSIBILITIES: Provide technical support via phone, email, and in-person. Troubleshoot hardware/software...
Full time
Temporary work
Work at office
Enterfusion
Orlando, FL
a month ago
Field Technical Support Rep
...Latin America, Mexico and Canada with over 2,000+ employees. Our vast footprint,... ...mobile platforms our team has the tools to help you grow your career at Carrier... ...Carrier Enterprise | HVAC Field Technical Support Specialist| Central Florida Introduction Company Description...
Full time
Temporary work
Part time
For contractors
Remote work
Carrier Enterprise
Orlando, FL
2 days ago
Support Technician
$65k - $70k
...Client is seeking a reliable Technical Support Specialist to diagnose and resolve software, hardware, and network issues for their customers while responding daily to emergency and non-standard calls within set response times. You will perform software installations,...
Remote work
RecruitMilitary Placement Services
Orlando, FL
22 hours ago
Production Support Engineer
$85.39k - $116.98k
...Syms Strategic Group (SSG) is seeking a talented Production Support Engineer Location: Remote Department: Veterans Affairs (VA) Type... ..., MN, NJ, NY, OR, or WA will not be considered. # This is a W-2 position # All interviews will be conducted on Microsoft Teams...
Full time
Remote work
Syms Strategic Group, LLC (SSG)
Orlando, FL
17 hours ago
Production Support Engineer
$80k - $100k
...solvers who care deeply about delivering real value. The Production Support Engineer is responsible for troubleshooting, maintaining, and... ..., Docker, and Windows/Linux administration. Familiarity with IIS, Traefik, Elasticsearch, APIs, DNS, and monitoring tools....
Immediate start
Remote work
Night shift
Orange Logic
Orlando, FL
1 day ago
Printer Technical Sales Support Specialist
...looking for a mechanically minded employee to help with technical service and sales in... ...equipment, it is not telecommunications nor IT support, however some background in those areas... ...have a high school diploma or equivalent 2 years of experience. About TyrrellTech...
Full time
Work at office
Monday to Friday
TyrrellTech
Orlando, FL
7 days ago
IT Logistics Specialist
$65k - $75k
...Technology services to government clients in support of critical mission needs. Delivering a... ...27001:2022 certifications; CMMC Level 2 certification; and CMMI Maturity Level 3... ...Link Solutions is seeking an IT Logistics Specialist to join our team in Orlando, FL. U.S....
Full time
Contract work
Temporary work
Work at office
Remote work
Relocation package
Monday to Friday
Link Solutions, Inc.
Orlando, FL
10 days ago
Commercial Support Technician
...Commercial Support Technician The Commercial Support Technician primary functions include monitoring Commercial Customer Network and Services... ...with disabilities to perform the essential functions. ~2-3 years of Telecommunications or related industry experience ~...
Work at office
Orlando Telephone Company Inc
Orlando, FL
17 hours ago
IT Support Analyst
Kforce has a client that is seeking an IT Support Analyst in Orlando, FL. Summary: We are seeking a motivated and customer-focused IT Support Analyst to serve as the primary IT support resource for the Orlando market. This individual will provide hands-on technical support...
Temporary work
Local area
Remote work
Orlando, FL
13 days ago
Technical Support Representative - Software
...Description Job Description We are looking for an experienced, technical, savvy, intelligent individual to join our Technical Support Team. Software Technical Support experience is required for this position. The team supports more than 88,000 users of QuoteWerks throughout...
Extra income
Work at office
Local area
Remote work
Work from home
Night shift
Aspire Technologies Inc
Orlando, FL
20 days ago
Help Desk Analyst I
...you'll be valued for who you are and the goals you have. Whether your next career chapter involves making memories for guests or supporting our properties in our Corporate Office, every role-from Guest Services to Finance, Culinary to IT-offers opportunities to grow and...
Remote work
Flexible hours
Shift work
Night shift
Lakewood Regional Support Bldg
Orlando, FL
5 days ago
IT Helpdesk Analyst
...knowledgeable Helpdesk Analyst to join our IT support team. The ideal candidate will be... ...are passionate about technology and enjoy helping others resolve their technical... ...this exciting opportunity as a Helpdesk Specialist! Acrisure Mortgage is an Equal Employment...
Work at office
Acrisure Mortgage, LLC
Orlando, FL
a month ago
IT Support Technician
...you know your way around computers... :-) We are currently seeking an experienced and highly-skilled Help Desk Specialist with field experience to help support a wide variety of clients spanning multiple industries. The right candidate for this role will have a comprehensive...
Casual work
Work at office
Local area
Remote work
Work from home
Flexible hours
SERVODATA LLC
Orlando, FL
9 days ago
IT Support Technician
Summary The Part-Time IT Support Technician provides administrative, documentation, and operational support to the IT Support Services organization... ...-critical operations. Guided by innovation and purpose, we help organizations achieve success across complex challenges...
Hourly pay
Part time
For contractors
For subcontractor
Work at office
Remote work
Worldwide
Flexible hours
Loyal Source
Orlando, FL
3 days ago
IT Support Analyst
$20 - $26 per hour
Title : IT Support Analyst Location : Orlando, FL Duration : 12+ month contract Compensation : $20-26/hour Work Requirements : U.S.... ...motivated and customer-focused IT Support Analyst / Field Technology Specialist to serve as the primary IT point of contact for the Orlando...
Contract work
Remote work
Flexible hours
INSPYR
Orlando, FL
3 days ago
Inbound Sales Agent
$18 per hour
...paced, customer-focused environment. Provide support as needed ensuring overall positive... ...environment with high volume of calls. Minimum of 2 years of customer service experience,... ...Understanding of the automotive industry and parts is helpful, but not required. Why Join Us? When...
Hourly pay
Work at office
Local area
Monday to Friday
Shift work
All Star Auto Parts
Orlando, FL
2 days ago
Technical Support Technician
...fantastic opportunity available in Traka Americas for a Technical Support Technician, Level 1. Part of Global Solutions, Traka Americas... ...added value to our customers. As a group, our goal is to everyday help billions of people experience a more open world.We’re proud to...
Work at office
Local area
Remote work
Worldwide
ASSA ABLOY Global Solutions
Orlando, FL
3 days ago
Help Desk Analyst I
...you’ll be valued for who you are and the goals you have. Whether your next career chapter involves making memories for guests or supporting our properties in our Corporate Office, every role—from Guest Services to Finance, Culinary to IT—offers opportunities to grow and...
Local area
Remote work
Flexible hours
Night shift
Loews Hotels & Co
Orlando, FL
1 day ago
Service Desk Technician
...identify qualified candidates for this Service Desk Technician position. This position is a... ...documenting, prioritizing, providing support, or escalating the customer's requests to... ...Associate degree in Computer Technology or two (2) year progressively responsible...
Contract work
Work at office
Local area
Remote work
Visium Resources, Inc.
Sanford, FL
3 days ago

Do you want to receive more vacancies?

Subscribe and receive similar vacancies to Help Desk Specialist II -Tier 2 Support. Be the first to apply!