Service Desk Technician - Tier 2 jobs in United States
cer-icon
Apply on Employer Site
company-logo

ValidaTek, Inc. ยท 2 months ago

Service Desk Technician - Tier 2

positionUnited States
timeFull-time
remoteRemote
seniorityEntry, Mid Level
date2+ years exp

ValidaTek, Inc. is dedicated to modernizing and optimizing IT services for federal agencies. The Tier 2 Service Desk Technician will provide advanced technical support to U.S. Customs and Border Protection (CBP) end users, troubleshoot escalated incidents, and resolve complex hardware, software, and network issues.

Information Technology & Services
check
Growth OpportunitiesbadNo H1BnoteSecurity Clearance RequirednoteU.S. Citizen Onlynote

Responsibilities

Receive and resolve escalated incident tickets from Tier 1 support in accordance with CBP service level agreements (SLAs)
Troubleshoot and resolve complex issues related to:
Windows workstations, laptops, and peripherals
Office 365 applications and user environments
Active Directory group policy, permissions, and account access
VPN and remote access services
Printer/network device connectivity
Desktop security tools and encryption solutions
Perform hands-on deskside support including hardware imaging, repair, swaps, and device lifecycle tasks
Execute configuration management tasks including workstation reimaging, OS upgrades, and patch installations
Document all troubleshooting steps, resolutions, and knowledge articles to expand the Service Desk Knowledge Base
Coordinate with Tier 3, network, server, and security teams for incidents requiring cross-team support
Identify recurring technical issues and recommend long-term fixes or process improvements
Assist with onboarding/offboarding including equipment provisioning and user access setup
Support compliance with CBP IT security policies, including endpoint protection and vulnerability remediation

Qualification

Windows 10/11 administrationActive Directory troubleshootingMicrosoft Office 365 supportTCP/IP networking conceptsCustomer service skillsTroubleshooting skillsCommunication skills

Required

U.S. Citizenship required (per CBP security requirements)
Ability to obtain and maintain a CBP Public Trust / Suitability clearance
2+ years of hands-on IT support experience, including Tier 2 or advanced troubleshooting responsibilities
Demonstrated experience with Microsoft Windows 10/11 administration
Demonstrated experience with Active Directory & Group Policy troubleshooting
Demonstrated experience with Microsoft Office 365 configuration and support
Demonstrated experience with local and network printing services
Demonstrated experience with standard TCP/IP networking concepts
Ability to interpret logs, event data, and system behavior to isolate root causes
Excellent customer service and communication skills

Company

ValidaTek, Inc.

twitter
company-logo
ValidaTek is a premier government IT consulting firm based in the Washington DC area that drives technology transformation and secures mission-critical systems for our federal partners.
dateFounded in 2006
location
McLean, VA, US
people-size201-500 employees
web-link
http://www.validatek.com

Funding

Current Stage
Growth Stage

Leadership Team

leader-logo
Peter Shortsleeves, CPA, MBA, CPCM
Chief Financial Officer
linkedin
leader-logo
Said Rachidi
Chief Operating Officer
linkedin
Company data provided by crunchbase