Senior Help Desk Technician (Tier II) - 24x7 Remote Support

Aretec, Inc.; Ashburn (VA); On-site; USD 50,000 - 70,000; Full time

Job summary

Aretec, Inc. is looking for a Help Desk Specialist II (Tier 2 – Advanced Support) to provide technical assistance to Customs and Border Protection’s Technology Service Desk. The role involves troubleshooting complex technical issues, with a strong focus on remote support for various systems including Windows and mobile devices. The ideal candidate should have at least 2 years of experience and be ready for rotating shifts, including nights and weekends. The position offers primarily remote work, provided the candidate resides near one of the specified locations.

Qualifications

• High school diploma or equivalent; Associate's degree in IT preferred.
• Minimum 2 years of experience providing IT help desk or technical support.
• Strong knowledge of Windows OS and Active Directory.

Responsibilities

• Provide 24x7x365 Tier II advanced technical support for incidents and service requests.
• Perform advanced remote troubleshooting for mobile devices and email services.
• Resolve ≥90% of tickets assigned to Tier II in alignment with AQL targets.

Skills

Technical support

Windows OS

Active Directory

Microsoft Office 365

Mobile device management (MDM)

VPN technologies

Problem-solving

Education

Associate's degree in IT

Tools

ServiceNow ITSM platform

AirWatch/Workspace ONE MDM

GlobalProtect VPN

Zscaler

Job description

Aretec, Inc. is looking for a Help Desk Specialist II (Tier 2 – Advanced Support) to provide technical assistance to Customs and Border Protection’s Technology Service Desk. The role involves troubleshooting complex technical issues, with a strong focus on remote support for various systems including Windows and mobile devices. The ideal candidate should have at least 2 years of experience and be ready for rotating shifts, including nights and weekends. The position offers primarily remote work, provided the candidate resides near one of the specified locations.