Tier 2 APR Technical Support with Security Clearance

OBXtek 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. Qualifications
* Strong technical skills in hands-on workstation hardware/software troubleshooting at the enterprise level, i.e., Tier 2

* Experience with VPN, networking, and OS upgrades.

* Proficiency in account management, imaging, and software deployment.

* Familiarity with telecommunications systems (VTC, VoIP, WITS).

* Knowledge of asset/configuration management.

* Excellent customer service and communication skills.

Preferred Experience:

* Prior experience in federal IT environments, especially USDA.

* Proficiency with Remedy, Service Now, or similar ticketing systems.

* Experience supporting printers, peripherals, and networking hardware.

* Advanced troubleshooting for Microsoft Teams and Outlook.

* Familiarity with Active Directory and domain-level user rights administration. Security Clearance Public Trust Company Information Headquartered in McLean, Virginia and founded in 2009, OBXtek is a growing leader in the government contracting field. Our mission is Our…