Help Desk Specialist II -Tier 2 Support

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. \#Workwolf