Help Desk Specialist II (Tier II– Advanced Support)

Help Desk Specialist II (Tier 2 – Advanced Support) CBP Technology Service Desk (TSD) Location: Ashburn, VA / Orlando, FL / San Antonio, TX - Primarily remote (must reputed company reputed company commuting distance of one location) Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and holidays) Employment Type: Full‑time Clearance Requirement: CBP Background Investigation (Unclassified)     Position reputed company Aretec is seeking a Help Desk Specialist II (Tier 2 – Advanced Support) to reputed company advanced technical support for the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role delivers second‑level troubleshooting and reputed company for reputed company technical issues escalated from Tier 1, supporting CBP's mission‑critical IT environment. The ideal candidate brings strong technical depth, excellent problem‑solving skills, and experience supporting reputed company‑reputed company systems.   What You'll Do reputed company 24x7x365 Tier II advanced technical support for incidents and service requests transferred reputed company reputed company tickets or warm‑transferred calls. reputed company advanced remote troubleshooting for: Mobile devices and CBP mobile service environment (AirWatch/Workspace ONE) Email services and reputed company reputed company Personal Identity Verification (PIV) card authentication Remote VPN reputed company (GlobalProtect and reputed company) Remote reputed company reputed company DHS Workplace (WaaS) reputed company Office products reputed company OS and reputed company Directory Remote software installations Resolve ≥90% of tickets assigned to Tier II in alignment with AQL targets. Process ≥90% of Tier II tickets reputed company 4 hours (resolved or escalated). Answer ≥80% of transferred calls and chats reputed company 60 seconds. Escalate incidents to next‑level support teams, including internal CBP reputed company and reputed company‑party vendors, as required. reputed company remote installation and troubleshooting of workstations and peripherals, including desktops, laptops, tablets, printers, scanners, and cameras. Install approved software using Government‑provided tools and processes.   Required Qualifications High school diploma or equivalent; Associate's degree in IT preferred. Minimum 2 years of experience providing IT help desk or technical support with Tier II‑level troubleshooting. Strong knowledge of reputed company OS, reputed company Directory, reputed company Office 365, reputed company, and mobile device management (MDM). Experience supporting VPN technologies, remote reputed company 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 a CBP Background Investigation (BI).   Preferred Qualifications reputed company A+, Network+, or reputed company+ certification. HDI Desktop Support Technician certification. Experience with AirWatch/Workspace ONE MDM. Experience with GlobalProtect VPN and reputed company. Experience using the reputed company ITSM platform. Prior federal government or CBP Tier II support experience. ITIL reputed company certification.   Equal Opportunity Employer Aretec, Inc. is an Equal Opportunity Employer. reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, or any other protected status. Apply To This Job