[Hiring] Tier 2 APR After Hours Support @OBXtek Inc.

Role Description

OBXtek is 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.
• 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
• Assigned shifts will remain as static as possible, but 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.
• 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 ServiceNow 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.

Qualifications

• Associate's degree in Information Technology or a related field; if no Associate’s degree in Information Technology or related field, one additional year of relevant technical support is required.
• 2 years of relevant technical support or help desk experience.
• 1 year of experience in hardware/software troubleshooting.
• 1 year of experience with VPN, networking, and OS upgrades.
• 1 year of experience in account management, remote imaging, and software deployment.
• 1 year of experience with telecommunications systems (VTC, VoIP, WITS).
• 1 year of experience with asset/configuration management.
• US Citizen with the ability to pass a comprehensive background check and maintain a favorable Public Trust background status.

Preferred Qualifications

• 3 years of relevant technical support or help desk experience.
• Prior experience in federal IT environments, especially USDA.
• Proficiency with Remedy 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.
• Excellent customer service and communication skills.
• ITIL Foundation (v4) certification desired but not required.
• Relevant industry certifications are a plus (e.g., CompTIA A+, Network+, or Security+; HDI Support Center Analyst; Microsoft 365 Certified).
• Must have the ability to obtain and maintain a favorable Public Trust background status.

Security Clearance

• Public Trust

Benefits

• Comprehensive medical, dental and vision plans.
• Flexible Spending Accounts.
• Matching 401K.
• Paid time off.
• Tuition reimbursement program.
• And much more.