Tier 2 Technical Support

OBXtek is staffing for a Tier 2 IT Support Specialist. This role will provide in-depth technical support and request fulfillment for USDA customers, offering a critical layer of support between Tier 1 service desks and advanced Tier 3 teams. This role addresses technical incidents, change requests, and work orders, utilizing both on-site and remote assistance to ensure swift resolution of customer needs. With responsibilities ranging from hardware and software troubleshooting to account and asset management, the Tier 2 IT Support Specialist is a versatile and customer-focused team member, providing flexible, on-demand support for fluctuating ticket volumes and special projects.

Key Responsibilities:

Incident Response & Resolution

• Respond to service desk escalations from the USDA’s National Tier 1 Service Desk via the Remedy ticketing system.
• Diagnose and resolve technical issues, including VPN connectivity, software updates, and password assistance for USDA-approved standard desktop software.
• Address and resolve incidents, change requests, and work orders related to customer needs, ensuring timely completion and customer satisfaction.

Technical Support & Troubleshooting

• Provide on-site and remote support for hardware and software problems, including:
  • Diagnosing and repairing software and hardware issues.
  • Performing software installations, reinstallations, and deployments.
  • Imaging and configuring computers for USDA standards.
  • Addressing operating system upgrades and patch management.
• Support telecommunications equipment, including VTC, VoIP, and WITS services.
• Resolve networking issues, printer and peripheral malfunctions, and configuration errors.
  

Account & Asset Management

• Assist with account management tasks, including user account provisioning and password resets.
• Manage hardware deployments, including loaner devices, ensuring proper asset tracking and configuration.
• Participate in asset management and configuration management to maintain inventory accuracy and compliance.

Customer Service & Communication

• Deliver outstanding customer service through multiple support channels, including phone, remote access, and walk-in facilities.
• Provide support across four USDA walk-in facilities, ensuring in-person resolution of technical issues.
• Effectively communicate technical solutions to non-technical users to enhance the overall customer experience.

Flexible & Adaptive Support

• Offer flexible, on-demand support to meet fluctuating ticket volumes and project requirements.
• Quickly adapt to increased workload demands and assist with special projects as needed.
• Maintain availability for support during standard business hours, 8:00 AM to 4:30 PM, ensuring consistent coverage.

• Strong technical skills in diagnosing and resolving hardware and software issues.
• Experience with VPN connectivity, networking support, and operating system upgrades.
• Proficiency in account management, software deployments, and computer imaging.
• Familiarity with telecommunications equipment, including VTC, VoIP, and WITS.
• Knowledge of asset and configuration management practices.
• Excellent customer service and communication skills, with a commitment to resolving issues efficiently and professionally.
  

Preferred Experience:

• Experience in federal IT environments, particularly USDA.
• Familiarity with Remedy or similar ticketing systems.
• Proficiency in supporting printers, peripherals, and networking hardware.
  

Headquartered in McLean, Virginia and founded in 2009, OBXtek is a growing leader in the government contracting field. Our mission is Our People…Our Reputation. Our people are trained professionals who enhance our customers’ knowledge and innovation using technology, collaboration, and education.

We offer a robust suite of benefits including comprehensive medical, dental and vision plans, Flexible Spending Accounts, matching 401K, paid time off, tuition reimbursement program and much more.

OBXtek pairs lessons learned across disciplines with best practices and industry standard quality practices such as CMMI-Dev Level III, ITIL, 6Sigma, PMI, and ISO. Our rapid growth has been recognized by INC500, the Washington Business Journal, and Washington Technology magazine.

OBXtek is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, gender identity, disability, veteran status, sexual orientation or any other classification protected by federal, state or local law.

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