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 3 days ago

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

Support Engineer II
$20.19 - $54.13 per hour
...Support Engineer II Preferably based in one of the following locations: Orlando, FL Kansas... ..., including expert medical opinion 2. Short term disability and long term disability... ...across our products and services, we help customers turn that promise into a...
Suggested
Hourly pay
Temporary work
Flexible hours
Shift work
Oracle
Orlando, FL
2 days ago
IT Support Technician II
...IT Support Technician II We are seeking a skilled IT Support Technician II to join our team and provide both deskside and remote IT support onsite in our Orlando office. The ideal candidate will have at least 3+ years of experience troubleshooting hardware, software...
Suggested
Full time
Temporary work
Work at office
Local area
Remote work
Monday to Friday
Shift work
Farah and Farah
Orlando, FL
3 days ago
Technical Support Analyst II
$19.33 - $39.23 per hour
...ADP is hiring a Technical Support Analyst II. in this position you will provide technical support to clients regarding the resolution of... ...Provide technical support to all levels of Service Support Specialists regarding the resolution of product and client issues. Mentors...
Suggested
Minimum wage
Temporary work
Work at office
Local area
ADP
Maitland, FL
3 days ago
Help Desk Support Specialist
...Help Desk Support Specialist / IT Coordinator (Contract-to-Hire) Role Overview Our client, a prestigious... ...Degree is required. Experience: 2-3 years of professional help desk or IT... ...pass a Jessica Lunsford Level II background check . Must pass a pre-...
Suggested
Permanent employment
Full time
Contract work
Work at office
Professional Staffing Services Group
Winter Park, FL
2 days ago
Campus IT Help Desk Specialist (Contract-to-Hire)
A recruitment agency in Central Florida is seeking a Help Desk Support Specialist for a prestigious independent college-preparatory school. This is a... ...environment. Candidates should have a Bachelor's degree and 2-3 years of help desk experience, preferably in an educational...
Suggested
Full time
Contract work
Professional Staffing Services Group Inc.
Winter Park, FL
1 day ago
Desktop Support Technician I
$19 - $28 per hour
...individual to fill a role as Desktop Support Technician. The Desktop Support... ...Technician is part of the Teir II team responsible for supporting... ...in lieu of degree ~2-3 years of experience in IT Desktop... ...~ Working knowledge with Help Desk ticketing systems such as ServiceNow...
Work at office
Remote work
Flexible hours
AmTrust Financial
Maitland, FL
2 days ago
Disaster Relief Call Center Representative
...ET, with shifts from 8:00 AM - 2:00 PM and 2:00 PM - 8:00 PM. To... ...management systems while helping improve the customer experience... ...of benefits and incentives to support and reward our team members. What... ...willing to submit up to a LEVEL II background and/or security investigation...
Full time
Contract work
Temporary work
Casual work
Work at office
Local area
Remote work
Shift work
Mass Markets
Orlando, FL
3 days 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...
Work at office
Flexible hours
GD Resources LLC
Orlando, FL
3 days ago
Desktop support/ help desk support/ technical support/ IT Support
...worldwide. Our comprehensive platform helps organizations efficiently... ...footprint. Today, Kaseya supports customers in more than 20 countries... ...Position Summary Kaseya's Help Desk Engineer will build and expand... .... May be substituted by 2 or more years of experience in...
Work at office
Worldwide
Kaseya Careers
Orlando, FL
5 hours ago
Technical Support Representative
...About the job Technical Support Representative Position: Technical Support Representative Company Overview: AYS Inc is a... ...equivalent, Bachelor's degree in a related field preferred - Minimum of 2 years of experience in technical support or a similar role -...
Full time
AYS
Orlando, FL
5 hours ago
Production Technical Specialists (Video) Orlando Labor Pool
$22.91 - $29.77 per hour
...Technical Specialist The Technical Specialist is responsible for the technical set up and operation of enhanced mid-level production events... ...disabilities to perform the essential functions. Sitting: 2-3 Hours Standing: 4-5 Hours Walking: 4-5 Hours Stooping...
Hourly pay
Work experience placement
Worldwide
Afternoon shift
Encore Global
Orlando, FL
1 day ago
Service Desk Technician
...candidates for this contract Service Desk Technician position in Orlando... ...manage time effectively. ~1-2 years of experience with... ...of this position is to support the growing number of users. This... ...with other IT teams and computer specialists to resolve technical problems....
Permanent employment
Contract work
Work at office
Remote work
Monday to Friday
Visium Resources
Orlando, FL
2 days ago
Service Desk Analyst (3rd Shift)
$22 - $28 per hour
...Nationwide, United States Service Desk Analyst 3rd shift: 1am – 10am... ...and software solutions, WWT helps clients and partners... ...RESPONSIBILITIES : Customer Support & Incident Resolution: Provide... ...Education ~ College degree or 2 years of experience in an IT service...
Hourly pay
Full time
Work experience placement
Remote work
Shift work
Night shift
Afternoon shift
World Wide Technology
Orlando, FL
3 days ago
CNA Med Tech for Assisted Living - Full Time
...with Daily Living Activities such as bathing, dressing, grooming, eating, transfer, ambulation, toileting and other resident needs. 2. Ensure the following tasks are completed on a daily basis: beds are made; trash has been removed from the room, that meals are served...
Full time
Seasonal work
Flexible hours
Shift work
Westminster Communities of Florida
Winter Park, FL
2 days ago
Sr. Field Applications Specialist
$40 - $46 per hour
...of continuous improvement, you help turn ideas into impact -... ...Diagnostics systems, impacting 1.2 billion patients and more than... ...The Sr. Field Applications Specialist (FAS) is responsible for the validation... ..., and partners with Tech Support, Field Service, Sales, and Customer...
Hourly pay
Remote work
Work from home
Flexible hours
Danaher Corporation
Orlando, FL
12 hours ago
Technical Data Administrator
$18 - $24 per hour
...in-process and customer returned products to validate issue(s) and help determine root cause(s). Validate procedures, documentation and... ...'s degree in electrical or electronics engineering with more than 2 years of applicable experience. Applicable military experience is...
Hourly pay
Full time
Temporary work
Snelling
Orlando, FL
8 days ago
Configuration Support Analyst - Support Services
$19.62 - $38.32 per hour
...Kansas City, MO Nashville, TN Position Summary The Configuration Support Analyst configures solution-related service requests and supports... ...applications. Duties And Responsibilities Provide Level 2 customer support for technical and functional issues via phone and...
Hourly pay
Temporary work
Flexible hours
Oracle
Orlando, FL
4 days ago
Onsite Desktop Support Analyst - VIP & Deployments
Cognizant is seeking a Desktop Support Analyst for a full-time opportunity in Orlando, FL. This role involves troubleshooting and resolving hardware and software issues for end users, providing Level 2 onsite support, leading software deployments, and managing end-user...
Full time
Flexible hours
Cognizant
Orlando, FL
4 days ago
Help Desk Administrator
...Backend Administrator for a contract engagement supporting their IT Operations team. This is a... ...and structured feedback loops to service desk agents Identify recurring data quality issues... ...without approval Minimum Qualifications 2+ years of experience in an ITSM platform...
Contract work
Local area
Brooksource
Orlando, FL
3 days ago
Technical Support Engineer (Hybrid)
$64.4k - $94.4k
...As a Technical Support Engineer, you will be working in a dynamic, fast-paced environment,... ...standards such as HIPAA Preferred: ~2 years experience in customer facing technical... ..., Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside...
Temporary work
Flexible hours
3 days per week
Stryker
Orlando, FL
5 days ago
ESS Support Engineer
$65k - $80k
...Job Title: ESS Support Engineer Location: Orlando, FL Pay: $65k-$80k DOE Technical Support & Troubleshooting: Provide... ...other duties as assigned by Management. Qualifications: 2+ years of experience in security systems support, technical...
Permanent employment
Contract work
Work experience placement
Work at office
Local area
NSC
Orlando, FL
3 days ago
Technical Support Engineering (High Tech)
...effectively communicate technical findings, contribute to continuous improvement initiatives, and support operational targets across the organization. Typically, this role requires 2-5 years of relevant wind industry experience or an equivalent technical degree combined with...
Local area
Siemens Energy
Orlando, FL
2 days ago
Support Engineer
$21.97 - $42.88 per hour
...Solution Analyst I – Oracle Health (Federal Support) Locations: Kansas City, MO |... ...issue support Qualifications ~2+ years of experience in customer support... ...experience) ~ Experience with troubleshooting, help desk environments, or ticketing systems ~...
Hourly pay
Temporary work
Flexible hours
Weekend work
3 days per week
Oracle
Orlando, FL
5 hours ago
Technical Support Engineer - 2nd Shift
...Technical Support Engineer iboss is a cloud security company that enables the modern workforce... ...on the planet providing a service that helps protect organizations and users from... ...communication skills both verbal and written ~1-2 years of experience designing and...
Afternoon shift
iboss
Orlando, FL
15 days ago
Float X-Ray Tech /Medical Assistant - PRN
...radiologic procedures, as well as assisting with other medical support as required by our clinicians. A typical day will include:... ...Support (BLS) certification is required. Ability to pass a Level II background screening and clearance through AHCA (Agency for Healthcare...
Relief
Work from home
CareSpot
Altamonte Springs, FL
2 days 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
Mission Hospital
Orlando, FL
1 day ago
IT Technician
...Onsite and remote assistance (VPN, Citrix) Hardware setups and support (PC, Smartphone/Tablet, printers, phones) Software support (... ...deployments and firm-wide functions Qualifications: Minimum of two (2) years of work with PCs, desktop software such as Microsoft...
Work at office
Local area
Remote work
Akerman
Orlando, FL
2 days ago
IT Technician
...looking for an IT technician responsible for providing technical support and assistance to users and organizations regarding computer... ...as assigned. Requirements / Education / Licenses Two (2) years minimum work experience in an IT-related field. Valid...
Work experience placement
Work at office
Remote work
Flexible hours
Miami Beach Medical Group
Orlando, FL
3 days ago
IT Technician
...passion for both technology and operations to support the day-to-day needs of our theme park.... ...processes to improve efficiency. • Helping transition company systems and workflows from... ...Qualifications Requirements/Qualifications: • 2 years of college or technical education •...
Temporary work
Work at office
Shift work
Dezer Development
Orlando, FL
2 days ago
Bilingual Onsite Technical Support & Sales Representative
$20 per hour
...Technical Support & Sales Representative This position requires newly hired Technical Support... ...100% match up to 3% and 50% on the next 2% after 1 year of employment ~... ...We utilize our 5 Leadership Principles to help align and guide us in our everyday interactions...
Extra income
Full time
Part time
Asurion
Orlando, FL
1 day 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!