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The Tier 2 IT Support Specialist serves as a critical escalation point between the USDA's National Tier 1 Service Desk and advanced Tier 3 support teams. This role provides in-depth technical support for hardware, software, networking, and account-related issues, ensuring timely resolution and exceptional customer service. This is a fully remote, after-hours position; support is delivered remotely, outside of standard business hours, with the flexibility to respond to fluctuating ticket volumes and special projects. The Specialist works independently with minimal on-site supervision.

Work Schedule & Remote Requirements

This is a fully remote, after-hours position. The assigned shift will be identified during the hiring process. Support is provided across three coverage windows:

• Evening shift: 4:30 PM – 1:00 AM.
• Overnight shift: 1:00 AM – 8:30 AM.
• Mixed/weekend shift: a combination of hours that includes a weekend shift of 8:00 AM – 4:30 PM.
• Reliable high-speed internet connection and a secure, distraction-free home workspace are required.
• Ability to work independently with minimal direct supervision during evening, overnight, and weekend periods.
• Availability to work scheduled after-hours, weekend, and holiday shifts as assigned.
• Government-furnished equipment must be maintained and secured in accordance with USDA policy.

Responsibilities

Incident Response & Resolution

• Respond to escalated tickets from Tier 1 via the Remedy ticketing system.
• Diagnose, troubleshoot and resolve issues related to VPN connectivity, password resets, and USDA-approved desktop software.
• Fulfill incidents, change requests, and work orders with a focus on timely resolution to ensure meeting performance metrics and customer satisfaction.

Technical Support & Troubleshooting

• Provide remote support for hardware and software issues.
• Perform software installations, remote reimaging, and configuration of USDA-standard systems.
• Support operating system upgrades, patch management, and deployments.
• Troubleshoot and support telecommunications equipment (VTC, VoIP, WITS).
• Resolve issues with printers, peripherals, and network connectivity.

Account & Asset Management

• Assist with user account provisioning, password resets, and WHfB support.
• Coordinate remote deployment, shipping, and tracking of loaner devices and other hardware assets.
• Maintain inventory accuracy through asset and configuration management practices.

Customer Service & Communication

• Deliver high-quality support via phone, email, chat, and remote-access tools.
• Communicate technical solutions clearly to non-technical customers.
• Provide support to senior-level government executives, including the Office of the Secretary and Under Secretaries.

Flexible & Adaptive Support

• Respond to fluctuating ticket volumes and assist with special IT projects.
• Maintain availability throughout the assigned after-hours shift to ensure consistent coverage.
• Redirect tickets appropriately as a personal queue manager and provide oversight for timely resolution.

Additional Duties

• Remotely diagnose and resolve PC and network hardware/software issues, coordinating local hands-on support or device shipment when physical repair is required.
• Provide advanced support for Microsoft Outlook, Teams, and Office 365.
• Support Linc-Pass (PIV Card) certificate association and wireless broadband connectivity.
• Support remote PC refresh and migration (e.g., Windows 10 to Windows 11).
• Offer end-user training on Microsoft Office 365 and SharePoint Online.

Basic Qualifications

• Associate's degree in Information Technology or a related field, or equivalent job experience.
• 2 years of relevant technical support or help desk experience 1 year of experience in hardware/software troubleshooting.
• 1 year of experience with VPN, networking, and OS upgrades.
• 1 year of experience in account management, remote imaging, and software deployment.
• 1 year of experience with telecommunications systems (VTC, VoIP, WITS).
• 1 year of experience with asset/configuration management.
• US Citizen with the ability to pass a comprehensive background check and maintain a favorable Public Trust background status.