Tier 2 APR After Hours Support

Responsibilities

OBXtekis 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 Service Now 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…