Help Desk Support/Technical Support - Remote

Zen Strategics, a Titan Technologies company, is seeking Help Desk Specialist II
to support the Customs and Border Protection (CBP) Technology Service Desk. employees, contractors and external customers by responding to hardware,
software, network, mobile device, VPN, and access-related issues. delivers 24x7x365 support, manages incidents through ServiceNow, performs remote
installations and system maintenance, and escalates complex issues when
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.

Provide 24x7x365 Tier II advanced technical support for incidents and
requests transferred via ServiceNow ticket or warm-transferred telephone
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).
• Answer >=80% of transferred calls/chats within 60 seconds.
• Escalate incidents to next-level support (internal CBP teams and third-party

Perform remote installation and troubleshooting of workstations, peripherals
(Install approved software using Government-provided tools.

Minimum 2 years of IT help desk or technical support experience with Tier
Strong knowledge of Windows OS, Active Directory, Microsoft Office 365,
Experience with VPN technologies, remote access tools, and PIV/smart card
Ability to work rotating shifts including nights, weekends, and holidays.
* Background Investigation (BI).

CompTIA A+, Network+, or Security+ certification.

• HDI Desktop Support Technician certification.
• Experience with ServiceNow ITSM platform.
• Prior federal government or CBP Tier II support experience.
• ITIL Foundation certification.

High school diploma or equivalent required.

Titan Technologies, LLC and our wholly owned subsidiaries, TelaForce, LLC, Titan
Facilities, Inc. and Zen Strategics, design, build, integrate, and manage
innovative solutions and software applications. customers for delivering results with maximum impact. Titan Technologies for the next step in your career journey and be part of an
Titan is proud to be a Service-Disabled Veteran Owned Business.