Help Desk Specialist II (Tier II – Advanced Support)

Help Desk Specialist II (Tier 2 – Advanced Support)

CBP Technology Service Desk (TSD)

Location: Remote

Schedule: Rotating shifts; 24x7x365 coverage required (includes nights, weekends, and holidays)

Employment Type:Full‑time

Clearance Requirement: CBP Background Investigation (Unclassified)

Position Summary

Aretec is seeking a Help Desk Specialist II (Tier 2 – Advanced Support) to provide advanced technical support for the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role delivers second‑level troubleshooting and resolution for complex 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 enterprise‑scale systems.

What You'll Do

• Provide 24x7x365 Tier II advanced technical support for incidents and service requests transferred via ServiceNow tickets or warm‑transferred calls.

• Perform advanced remote troubleshooting for:

• Mobile devices and CBP mobile service environment (AirWatch/Workspace ONE)

• Email services and Microsoft Outlook

• Personal Identity Verification (PIV) card authentication

• Remote VPN access (GlobalProtect and Zscaler)

• Remote access via DHS Workplace (WaaS)

• Microsoft Office products

• Windows OS and Active Directory

• Remote software installations

• Resolve ≥90% of tickets assigned to Tier II in alignment with AQL targets.

• Process ≥90% of Tier II tickets within 4 hours (resolved or escalated).

• Answer ≥80% of transferred calls and chats within 60 seconds.

• Escalate incidents to next‑level support teams, including internal CBP groups and third‑party vendors, as required.

• Perform 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 Windows OS, Active Directory, Microsoft Office 365, Outlook, and mobile device management (MDM).

• Experience supporting 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 a CBP Background Investigation (BI).

Preferred Qualifications

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

• HDI Desktop Support Technician certification.

• Experience with AirWatch/Workspace ONE MDM.

• Experience with GlobalProtect VPN and Zscaler.

• Experience using the ServiceNow ITSM platform.

• Prior federal government or CBP Tier II support experience.

• ITIL Foundation certification.

Equal Opportunity Employer

Aretec, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected status.