Help Desk Specialist II (Tier 2 - Advanced Support)

Help Desk Specialist II (Tier 2 - Advanced Support) Zen Strategics, a Titan Technologies company, is seeking Help Desk Specialist II to support the Customs and Border Protection (CBP) Technology Service Desk. This role provides advanced Tier II technical troubleshooting and resolution for employees, contractors and external customers by responding to hardware, software, network, mobile device, VPN, and access-related issues. The position delivers 24x7x365 support, manages incidents through ServiceNow, performs remote installations and system maintenance, and escalates complex issues when necessary. The ideal candidate should have at least two years of IT support experience, strong knowledge of Windows, Active Directory, Microsoft 365, and remote access technologies, and the ability to work in a fast-paced, customer-focused environment. Duties and Responsibilities: 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. You MUST have: Minimum 2 years of IT help desk or technical support experience with Tier II-level troubleshooting. Strong knowledge of Windows OS, Active Directory, Microsoft Office 365, Outlook, and mobile device management (MDM). Experience with VPN technologies, remote access tools, and PIV/smart card authentication. Ability to work rotating shifts including nights, weekends, and holidays. Sole U.S. citizenship required and ability to successfully pass CBP Background Investigation (BI). It’s GREAT if you also have: CompTIA A+, Network+, or Security+ certification. Experience with AirWatch/Workspace ONE MDM. Experience with Global Protect VPN and Zscaler. Experience with ServiceNow ITSM platform. Prior federal government or CBP Tier II support experience. Education: High school diploma or equivalent required. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr