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Quick apply
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Remote Software information
See Virginia salary details
$47.6K - $58.2K
1% of jobs
$58.2K - $68.9K
4% of jobs
$68.9K - $79.5K
9% of jobs
$89.4K is the 25th percentile. Wages below this are outliers.
$79.5K - $90.1K
12% of jobs
$90.1K - $100.8K
15% of jobs
The median wage is $107.7K / yr.
$100.8K - $111.4K
14% of jobs
$111.4K - $122K
15% of jobs
$126.2K is the 75th percentile. Wages above this are outliers.
$122K - $132.7K
13% of jobs
$132.7K - $143.3K
9% of jobs
$143.3K - $153.9K
5% of jobs
$153.9K - $164.6K
3% of jobs
$47.6K
$110.9K
$164.6K
How much do remote software jobs pay per year?
What are remote software jobs?
How do remote software developers typically collaborate effectively with their teams despite not sharing a physical workspace?
What are the key skills and qualifications needed to thrive as a Remote Software Engineer, and why are they important?

Full-time
Posted 27 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.