Tier II Help Desk Pro - 24x7 Remote IT Support

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

Job summary

Aretec, Inc. is seeking a Help Desk Specialist II in Ashburn, VA to provide advanced Tier II technical support for the Customs and Border Protection Technology Service Desk. The role requires strong knowledge in Windows OS, Active Directory, and Microsoft Office 365, along with excellent problem-solving skills. A minimum of 2 years in technical support is required, with responsibilities including troubleshooting and ticket resolution. This full-time position supports a primarily remote work model with rotating shifts, including nights and weekends.

Qualifications

• 2+ years of experience providing IT help desk or technical support with Tier II-level troubleshooting.
• Strong problem-solving skills and technical depth for enterprise-scale systems.
• Ability to work rotating shifts, including nights, weekends, and holidays.

Responsibilities

• Provide 24x7x365 Tier II advanced technical support for incidents and service requests.
• Perform advanced remote troubleshooting for various technologies and services.
• Resolve and process Tier II tickets efficiently in alignment with AQL targets.

Skills

Windows OS knowledge

Active Directory

Microsoft Office 365

Mobile device management (MDM)

VPN technologies

Technical support (Tier II)

Education

High school diploma or equivalent

Associate's degree in IT

Tools

ServiceNow ITSM platform

AirWatch/Workspace ONE

GlobalProtect VPN

Zscaler

Job description

Aretec, Inc. is seeking a Help Desk Specialist II in Ashburn, VA to provide advanced Tier II technical support for the Customs and Border Protection Technology Service Desk. The role requires strong knowledge in Windows OS, Active Directory, and Microsoft Office 365, along with excellent problem-solving skills. A minimum of 2 years in technical support is required, with responsibilities including troubleshooting and ticket resolution. This full-time position supports a primarily remote work model with rotating shifts, including nights and weekends.