Service Desk Technician - Tier II

The Tier 2 Service Desk Technician provides advanced technical support for U.S. Customs and Border Protection (CBP) end users by troubleshooting escalated incidents, performing deeper system diagnostics, and resolving hardware, software, and network issues that cannot be resolved at Tier 1. This role requires strong technical expertise, the ability to work independently, and effective communication with users, Tier 1 staff, and backend engineering teams. The Tier 2 technician may support onsite deskside work, remote troubleshooting, and operational support in mission-critical CBP environments.

Responsibilities

• Receive and resolve escalated incident tickets from Tier 1 support in accordance with CBP service level agreements (SLAs)
• Troubleshoot and resolve complex issues related to:
  • Windows workstations, laptops, and peripherals
  • Office 365 applications and user environments
  • Active Directory group policy, permissions, and account access
  • VPN and remote access services
  • Printer/network device connectivity
  • Desktop security tools and encryption solutions
• Perform hands-on deskside support including hardware imaging, repair, swaps, and device lifecycle tasks.
• Execute configuration management tasks including workstation reimaging, OS upgrades, and patch installations.
• Document all troubleshooting steps, resolutions, and knowledge articles to expand the Service Desk Knowledge Base.
• Coordinate with Tier 3, network, server, and security teams for incidents requiring cross-team support.
• Identify recurring technical issues and recommend long-term fixes or process improvements.
• Assist with onboarding/offboarding including equipment provisioning and user access setup.
• Support compliance with CBP IT security policies, including endpoint protection and vulnerability remediation.

• U.S. Citizenship required (per CBP security requirements).
• Ability to obtain and maintain a CBP Public Trust / Suitability clearance.
• 2+ years of hands-on IT support experience, including Tier 2 or advanced troubleshooting responsibilities.
• Demonstrated experience with:
  • Microsoft Windows 10/11 administration
  • Active Directory & Group Policy troubleshooting
  • Microsoft Office 365 configuration and support
  • Local and network printing services
  • Standard TCP/IP networking concepts
• Ability to interpret logs, event data, and system behavior to isolate root causes.
• Excellent customer service and communication skills.