Tier II Enterprise IT Support Specialist (On-Site)

The following states/districts are excluded from this job ad: AK CA CO CT DC HI IL LA MA MN MO NE NV NH NJ NM NY ND OR PR RI VT WA WY

Location: Government facility in the DC Metropolitan area

Are you passionate about solving complex technical issues and delivering exceptional IT support Join the Technology Service Desk team as a Tier II Enterprise IT Support Specialist where youll provide advanced hardware and software support to U.S. Customs and Border Protection (CBP) end users.

Position Description: The Tier II Enterprise IT Support Specialist provides advanced technology support for hardware and software incidents and requests through the Technology Service Desk (TSD).

Minimum/General Experience: 2-4 years of experience providing information technology (IT) troubleshooting and customer support

Minimum Education: High School diploma

Essential Skills/Qualifications:

• Above average experience supporting end users with second level technical troubleshooting and issue resolution
• Above average experience supporting the remote installation and troubleshooting of hardware peripherals (e.g. desktops laptops tablets printers scanners cameras)
• Above average experience supporting mobile device management and issues
• Above average experience providing user email troubleshooting (e.g. Microsoft Outlook)
• Above average experience supporting network connectivity and Virtual Private Network (VPN) connectivity issues
• Above average knowledge of Microsoft Office products
• Above average experience supporting Microsoft Windows operating systems
• Ability to support workstation login and Personal Identity Verification (PIV) card issues and requests
• Experience performing incident escalation to the next level of technical support
• Experience supporting approved remote software installations using remote access tools
• Experience using ticketing systems (e.g. ServiceNow)
• Experience utilizing service management tools (e.g. Remedy)
• Knowledge of Microsofts Active Directory
• Ability to support an operational 24x7x365 environment
• Excellent oral and written communication skills

General Physical Requirements needed to perform the essential functions of this job may vary based on the location of the assignment.

• Assignment Location - Government facility located in the DC Metropolitan Area.
• Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift carry push pull or otherwise move objects.
• Typing communicating repetitive motions.
• Close visual acuity to prepare and analyze data view computer monitors and read. May need to view presentation screens and other visual aids in a virtual setting.
• Inside environmental conditions with protection from outside elements.

Security: Ability to complete a Pre-Screening and U.S. Customs and Border Protection (CBP) Background Investigation (BI)

• U.S. Citizenship

Pre-Screening Consists of a review of up to but not limited to:

• Criminal history check - no felony convictions within the past 36 months
• Drug screening
• Criminal activity and/or misconduct in the workplace including fraud and theft within the past 12 months
• Financial check - bankruptcy and tax liens within the last 7-10 years

CBP Background Investigation Consists of a review of up to but not limited to:

• Credit check
• Criminal history check
• Records check to verify citizenship of family members
• Verification of date of birth
• Education verification
• Employment history verification
• Military history verification
• Interviews with subject peers spouse former spouse(s) neighbors
• Residency verification
• Public records check - bankruptcies divorces criminal and/or civil litigation

Tasks/activities include but are not limited to:

• Provides Tier II support for incidents and requests transferred through a Remedy ticket or warm-transferred phone call
• Supports mobile device issues in the AirWatch mobile service environment
• Provides support for email functionality and account issues
• Provides access support for Global Protect and Zscaler VPNs
• Provides accurate and timely resolution for incidents and requests using established troubleshooting methods
• Records all technology incidents and service requests in the appropriate service management tool (e.g. ServiceNow)
• Gathers appropriate information and verifies customer identity using approved government tools and following established government procedures
• Uses the Department of Homeland Security (DHS) Workplace remote access tool
• Documents actions performed by Tier II and provides additional information required by the next level of support
• Supports Microsoft Windows operating system related incidents
• Provides support for Microsoft Office and Active Directory issues
• Transfers calls to the next level of technical support via ticket entry depending on priority and requirements
• Collaborates with internal CPB support teams and third-party vendors as part of incident escalation
• Provides remote installation of approved software utilizing government-provided tools

Compensation & Benefits: The annual projected pay range for this position is $43061.00 - $73717.00 with consideration being given to various factors including but not limited to qualifications experience job responsibilities and geographic location.

Oxley Enterprises Inc. offers a full array of benefits including:

• Medical dental vision and prescription drug coverage for you and your family.
• Life Insurance short-term disability and long-term disability paid for by the Company.
• Supplemental coverages including Accident Critical Illness and Hospital.
• Additional Life insurance coverage for you and your dependents.
• 401k plan with various options to select based on your retirement goals.

Oxley Enterprises Inc. is a certified service-disabled veteran-owned (SDVOSB) economic disadvantaged woman-owned (EDWOSB) Small Business Administration Certified 8(a) and small disadvantaged business (SDB) that has 25 years of experience building and delivering quality IT systems and programs. Oxley is ranked in the INC 5000 7 times (025). Oxley is a 2019 - 2024 Department of Labor HIRE Vets Medallion Award Winner. Oxley is Virginia Values Veterans certified.

All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal state or local law.

If you require a reasonable accommodation to apply for a position at Oxley Enterprises Inc. please send an email to our Human Resources Department at: with the following information:

Subject Line: Accommodation Request

Provide a description of your accommodation request

Include your contact information: Full name Email address Best number to reach you (optional)

We participate in the E-Verify program. Experience:

Unclear Seniority