OBXtek is staffing a Tier 2 After Hours Technical Support function for the United States Department of Agriculture (USDA) Client Experience Center (CEC). 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 supervision.
Work Schedule & Remote Requirements
This is a fully remote, after-hours position. After Hours staff will have a schedule made up of one or two shifts.
Shifts:
- Evening shift: 4:30 PM – 1:00 AM.
- Overnight shift: 12:00 AM – 8:30 AM.
- Day shift: 8:00 AM – 4:30 PM.
Schedules:
- Schedule 1: 5 overnight shifts
- Schedule 2: Saturday and Sunday day shifts and 3 evening shifts
- Schedule 3: 2 overnight shifts and 3 evening shifts
Assignments:
- Assigned shifts will remain as static as possible. But shifts may be adjusted for operational purposes. The team provides coverage seven days every week.
- Staff will work on Federal holidays that fall within the scheduled work shift.
- Availability to work the assigned schedule.
Additional Requirements:
- Reliable high-speed internet connection and a secure, distraction-free home workspace are required.
- Ability to work independently with minimal supervision during evening, overnight, and weekend periods.
- 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 either the Remedy or ServiceNow ticketing systems.
- Diagnose, troubleshoot and resolve issues related to VPN connectivity, Azure Virtual Desktop, 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,
- Coordinate 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.
is staffing for a Tier 2 Advanced Problem Resolution (APR) IT Support Specialist. This role 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. Support is delivered onsite, including the walk-in facility, with flexibility to respond to fluctuating ticket volumes and special projects.
Key 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
- While onsite, provide deskside and remote support for hardware/software issues.
- Perform software installations, 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.
- Manage deployment 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, remote tools, and in-person at USDA walk-in facility or deskside.
- 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 during core business hours to ensure consistent coverage.
- Redirect tickets appropriately as a personal queue manager and provide oversight for timely resolution.
Advanced Problem Resolution (APR) Duties
- Perform root cause analysis (RCA) and document findings
- Troubleshoot using logs, system tools, and configuration analysis as needed
- Identify patters in recurring incidents and recommend corrective actions
- Determine when escalation to Tier 3 is required
Additional Duties
- Provide support for over 11,000 USDA employees.
- Generate weekly and monthly reports with data and trend analysis.
- Train, coach, and mentor Tier 1 service desk agents through ticket audits.
- Analyze customer feedback and develop strategies for service improvement.
- Maintain and repair PCs and network hardware/software.
- Provide advanced support for Microsoft Outlook, Teams, and Office 365.
- Support Linc-Pass (PIV Card) certificate association and wireless broadband connectivity.
- Conduct PC refresh and migration (e.g., Windows 10 to Windows 11).
- Offer end-user training on Microsoft Office 365 and SharePoint Online.
