[Hiring] Tier 2 Support Specialist @Sprezzatura Management Consulting

Role Description

The Tier 2 Support Specialist provides advanced technical support, incident resolution, and system troubleshooting for VA users, applications, and infrastructure. In this role you will serve as the escalation point between Tier 1 service desk teams and Tier 3 engineering teams, ensuring timely resolution of complex issues impacting mission‑critical VA operations. The specialist works within VA OIT processes, adheres to TRM‑approved technologies, and supports secure, compliant IT service delivery for Veterans and VA staff.

Responsibilities

• Incident Resolution & Technical Support
  • Provide Tier 2 support for escalated incidents, service requests, and problem tickets across VA systems.
  • Troubleshoot issues related to networks, applications, and user access.
  • Resolve issues involving Active Directory, Group Policy, MFA, VPN, and identity/access management.
  • Support VA‑approved applications such as VistA, VES, VA.gov services, ServiceNow, and enterprise tools.
• System & Application Troubleshooting
  • Diagnose and resolve issues related to Windows/Linux OS, software installations, and configuration errors.
  • Support patching, updates, and remediation activities in coordination with Tier 3 and engineering teams.
  • Assist with system performance issues, connectivity problems, and application failures.
  • Perform root‑cause analysis and document findings for recurring issues.
• Security, Compliance & Governance
  • Ensure all support activities comply with VA cybersecurity policies, FISMA, NIST 800‑53, and Zero Trust principles.
  • Support ISSOs with vulnerability remediation, audit requests, and continuous monitoring tasks.
  • Maintain secure handling of sensitive Veteran and employee information in accordance with VA privacy standards.
• Customer Service & Stakeholder Engagement
  • Collaborate with Tier 1 service desk teams to ensure accurate triage and escalation.
  • Communicate clearly with VA staff, PMs, CORs, and technical teams regarding issue status and resolution.
  • Provide guidance and knowledge transfer to Tier 1 teams to reduce future escalations.
  • Participate in Agile ceremonies and cross‑functional meetings as needed.
• Documentation & Knowledge Management
  • Document troubleshooting steps, resolutions, and workarounds in ServiceNow or VA‑approved ITSM tools.
  • Create and maintain knowledge base articles, SOPs, and user guides.
  • Support change management processes, including RFC submissions and CAB participation.
• Infrastructure & Modernization Support
  • Assist with cloud‑hosted application support in AWS, Azure, or VA Enterprise Cloud environments.
  • Support VDI platforms (VMware Horizon, Citrix) and remote access technologies.
  • Participate in modernization efforts involving VES, VistA integrations, and enterprise application upgrades.

Qualifications

• Associate’s or Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• 3+ years of technical support or system administration experience.
• Experience supporting federal agencies (VA, DoD, HHS, DHS, etc.).
• Strong troubleshooting skills across OS, networks, applications, and identity management.
• Familiarity with ITSM tools such as ServiceNow.
• Understanding of federal cybersecurity frameworks and secure support practices.

Preferred

• Experience with VA systems (VistA, CPRS, VBMS, VA.gov, IAM, TRM‑approved tools).
• Certifications such as Security+, Network+, A+, ITIL, Microsoft, or equivalent.
• Experience with T4NG/T4NG2, VA modernization, or VES transformation programs.
• Experience supporting cloud, VDI, or enterprise monitoring tools.

Working Conditions

Standard Business hours are Monday through Friday. Occasional extended or weekend hours may be required based on operational needs. Must have reliable internet service that allows for effective telecommuting.

Benefits

• Medical, Dental, and Vision.
• Health Saving Account (when enrolled in eligible plan) with Company contribution.
• Company paid Life, Accidental Death, Short-term & Long-term Disability.
• Voluntary Accident, Hospital Indemnity, & Critical Care Insurance.
• Voluntary Medical & Dependent Care Flexible Spending Accounts.
• Accrued Paid Time Off & Company Paid Holidays.
• 401(k) Retirement Plan with Company match.

Work Authorization

Sprezzatura participates in E-Verify and will provide the federal government with your I-9 information to confirm that you are authorized to work in the U.S.