Tier 2 Support Specialist

Sprezzatura Job Description Posting Template

Position Title: Tier 2 Support Specialist
Location: Remote (In the U.S)

Other Considerations: U.S. Citizen or Permanent Resident (Required)


POSITION SUMMARY

The Tier 2 Support Specialist provides advanced technical support, incident resolution, and system troubleshooting for VA users, applications, and infrastructure. In this role you will serve as the escalation point between Tier 1 service desk teams and Tier 3 engineering teams, ensuring timely resolution of complex issues impacting mission-critical VA operations. The specialist works within VA OIT processes, adheres to TRM-approved technologies, and supports secure, compliant IT service delivery for Veterans and VA staff.

RESPONSIBILITIES

Incident Resolution & Technical Support

• Provide Tier 2 support for escalated incidents, service requests, and problem tickets across VA systems
• Troubleshoot issues related to networks, applications, and user access
• Resolve issues involving Active Directory, Group Policy, MFA, VPN, and identity/access management
• Support VA-approved applications such as VistA, VES, VA.gov services, ServiceNow, and enterprise tools

System & Application Troubleshooting

• Diagnose and resolve issues related to Windows/Linux OS, software installations, and configuration errors
• Support patching, updates, and remediation activities in coordination with Tier 3 and engineering teams
• Assist with system performance issues, connectivity problems, and application failures
• Perform root-cause analysis and document findings for recurring issues

Security, Compliance & Governance

• Ensure all support activities comply with VA cybersecurity policies, FISMA, NIST 800-53, and Zero Trust principles.
• Support ISSOs with vulnerability remediation, audit requests, and continuous monitoring tasks.
• Maintain secure handling of sensitive Veteran and employee information in accordance with VA privacy standards.

Customer Service & Stakeholder Engagement

• Collaborate with Tier 1 service desk teams to ensure accurate triage and escalation
• Communicate clearly with VA staff, PMs, CORs, and technical teams regarding issue status and resolution
• Provide guidance and knowledge transfer to Tier 1 teams to reduce future escalations
• Participate in Agile ceremonies and cross-functional meetings as needed

Documentation & Knowledge Management

• Document troubleshooting steps, resolutions, and workarounds in ServiceNow or VA-approved ITSM tools
• Create and maintain knowledge base articles, SOPs, and user guides
• Support change management processes, including RFC submissions and CAB participation

☁ Infrastructure & Modernization Support

• Assist with cloud-hosted application support in AWS, Azure, or VA Enterprise Cloud environments
• Support VDI platforms (VMware Horizon, Citrix) and remote access technologies
• Participate in modernization efforts involving VES, VistA integrations, and enterprise application upgrades

QUALIFICATIONS

• Associate's or Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
• 3+ years of technical support or system administration experience.
• Experience supporting federal agencies (VA, DoD, HHS, DHS, etc.).
• Strong troubleshooting skills across OS, networks, applications, and identity management.
• Familiarity with ITSM tools such as ServiceNow.
• Understanding of federal cybersecurity frameworks and secure support practices.

Preferred

• Experience with VA systems (VistA, CPRS, VBMS, VA.gov, IAM, TRM-approved tools)
• Certifications such as Security+, Network+, A+, ITIL, Microsoft, or equivalent
• Experience with T4NG/T4NG2, VA modernization, or VES transformation programs
• Experience supporting cloud, VDI, or enterprise monitoring tools

WORKING CONDITIONS

Standard Business hours are Monday through Friday. Occasional extended or weekend hours may be required based on operational needs. Must have reliable internet service that allows for effective telecommuting.


BENEFITS

Sprezzatura offers a comprehensive and flexible benefit package to include:

• Medical, Dental, and Vision
• Health Saving Account (when enrolled in eligible plan) with Company contribution
• Company paid Life, Accidental Death, Short-term & Long-term Disability
• Voluntary Accident, Hospital Indemnity, & Critical Care Insurance
• Voluntary Medical & Dependent Care Flexible Spending Accounts
• Accrued Paid Time Off & Company Paid Holidays
• 401(k) Retirement Plan with Company match

WORK AUTHORIZATION

Sprezzatura participates in E-Verify and will provide the federal government with your I-9 information to confirm that you are authorized to work in the U.S.

Sprezzatura is a mission-driven, Service-Disabled Veteran-Owned Small Business (SDVOSB) that thrives at the intersection of technology, innovation, and impact. We specialize in secure, scalable, and human-centered digital solutions that accelerate government transformation. Our work spans DevSecOps, health IT modernization, intelligent automation, benefits delivery, and digital communications. We partner with agencies ready to evolve-delivering not just strategy, but measurable execution. Rooted in operational excellence and driven by curiosity, we help our clients navigate complexity with clarity-turning ambitious ideas into real-world outcomes. No buzzwords. Just impact.

EEO STATEMENT

Sprezzatura is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, protected veteran status, or any other legally protected characteristic. Applicants have the right to discuss, disclose, or inquire about compensation without retaliation. Reasonable accommodations are available for qualified individuals with disabilities.

This job description is not intended to be an employment contract and does not guarantee employment for any specific duration.