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Cloud Help Desk Remote Jobs in Virginia (NOW HIRING)

Thompson and Litton Inc

IT Help Desk Technician

Bristol, VA · On-site +1

$64K - $90K/yr

We prioritize work-life balance and offer a remote-hybrid opportunity that combines hands-on ... help you build a full systems administrator skill set. * Innovative Work Environment: We foster a ...

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Ntiva

Service Desk Technician II

Mclean, VA · Remote

This is a remote position; however, team members should be willing and able to travel if the need ... Intermediate knowledge of at least one cloud platform and its console * Experience with software ...

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All JobsCloud Help Desk JobsCloud Help Desk Remote JobsCloud Help Desk Remote Jobs in Virginia

Cloud Help Desk Remote information

What is the difference between Cloud Help Desk Remote vs Cloud Support Specialist?

AspectCloud Help Desk RemoteCloud Support Specialist
CertificationsCompTIA A+, Network+, Cloud certificationsCloud certifications (AWS, Azure), CompTIA A+
Work EnvironmentRemote, help desk ticketing systemsRemote or on-site, technical support roles
Industry UsageIT service providers, tech companiesCloud service providers, IT consulting firms
Job FocusTroubleshooting, customer support, ticket resolutionTechnical support, cloud infrastructure assistance

The Cloud Help Desk Remote and Cloud Support Specialist roles both involve technical support in cloud environments, often remotely. The main difference lies in their focus: help desk roles emphasize customer service and ticket resolution, while support specialists may handle more in-depth technical issues related to cloud infrastructure. Both positions require similar certifications and are common in IT and cloud service industries.

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Cloud Help Desk Remote jobs near you

Help Desk Specialist II (Tier II- Advanced Support)

Home - ARETEC

Ashburn, VA • Remote

Full-time

Re-posted 18 days ago

Job description

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: Fulltime

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 secondlevel troubleshooting and resolution for complex technical issues escalated from Tier 1, supporting CBP's missioncritical IT environment. The ideal candidate brings strong technical depth, excellent problemsolving skills, and experience supporting enterprisescale systems.

What You'll Do

  • Provide 24x7x365 Tier II advanced technical support for incidents and service requests transferred via ServiceNow tickets or warmtransferred 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 nextlevel support teams, including internal CBP groups and thirdparty vendors, as required.
  • Perform remote installation and troubleshooting of workstations and peripherals, including desktops, laptops, tablets, printers, scanners, and cameras.
  • Install approved software using Governmentprovided 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 IIlevel 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.

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