Oxley Enterprises, Inc.
Tier II Enterprise IT Support Specialist (On-Site)
Oxley Enterprises, Inc., Washington, District of Columbia, us, 20022
The following states/districts are excluded from this job ad: AK, CA, CO,
CT, DC, HI, IL, LA,
MA, MN, MO, NE, NV, NH, NJ, NM, NY, ND, OR, PR, RI, VT,
WA, WY Location:
Government facility in the DC Metropolitan area Are you passionate about solving complex technical issues and delivering exceptional IT support? Join
the
Technology Service Desk team as a Tier II Enterprise IT Support Specialist, where you'll provide advanced hardware and software support
to
U.S. Customs and Border Protection (CBP)
end users. Position Description:
The Tier
II
Enterprise IT Support Specialist
provides
advanced technology support for
hardware and software
incidents and requests
through the Technology Service Desk (
TSD
). Minimum/General Experience:
2-4 years
of
experience
providing information
technology
(
IT
)
troubleshooting and customer support Minimum Education:
High School diploma Essential Skills/Qualifications: Above average experience supporting end users with
second level
technical troubleshooting and issue resolution Above average experience supporting the
remote installation and
troubleshooting
of
hardware
peripherals (e.g.,
desktops, laptops,
tablets, printers, scanners, cameras
) Above average experience supporting mobile device management and issue
s Above average experience providing
user
email
troubleshooting
(e.g., Microsoft Outlook) Above average experience supporting network connectivity and Virtual Private Network (VPN) connectivity issues Above average knowledge of Microsoft Office products Above average e
xperience supporting
Microsoft
Windows
operating systems Ability to support workstation login and Personal Identity Verification (PIV) card issues and requests Experience performing incident escalation to the next level of technical support Experience supporting
approved
remote software
installations
using remote access tools Experience using ticketing systems (e.g., ServiceNow) Experience utilizing service management tools (e.g., Remedy) Knowledge of Microsoft's Active Directory Ability to support an operational 24x7x365 environment Excellent
oral and written communication
skills General Physical Requirements needed to perform the essential functions of this job may vary based on the location of the assignment
. Assignment Location -
Government facility located
in
the DC Metropolitan Area. Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Typing, communicating, repetitive motions. Close visual acuity to prepare and analyze data, view computer monitors and read. May need to view presentation screens and other visual aids in a virtual setting. Inside environmental conditions with protection from outside elements. Security
:
Ability to complete a Pre-Screening and U.S. Customs and Border Protection (CBP) Background Investigation (BI) U.S. Citizenship Pre-Screening
Consists of a review of up to but not limited to: Criminal history check - no felony convictions within the past
36 months Drug screening Criminal activity and/or misconduct in the workplace including fraud and theft within the past 12 months Financial check - bankruptcy and tax liens within the last 7-10 years CBP Background Investigation
Consists of a review of up to but not limited to: Credit check Criminal history check Records check to verify citizenship of family members Verification of date of birth Education verification Employment history verification Military history verification Interviews with subject, peers, spouse, former spouse(s), neighbors Residency verification Public records check - bankruptcies, divorces, criminal and/or civil litigation Tasks/activities include, but are not limited to: Provides Tier II support for incidents and requests transferred through a Remedy ticket or warm-transferred phone call Supports mobile device issues in the AirWatch mobile service environment Provides support for email functionality and account issues Provides
access support
for
Global Protect and Zscaler VPNs Provides accurate and timely
resolution for incidents and requests using esta
blished
troubleshooting methods Record
s
all technology incidents and service requests in the appropriate
s
ervice
m
anagement
t
ool (e.g.,
ServiceNow) Gathers
appropriate information and
verifies
customer identity
using
approved government tools and follow
ing
established government procedures Uses the Department of Homeland Security (DHS) Workplace remote access tool D
ocumen
t
s actions
performed by Tier
I
I and provides additional
information required by the next level of
support Supports Microsoft Windows operating system
related incidents Provides support for
Microsoft Office and
Active Directory issues Transfers calls to the next level of technical support via ticket entry depending on priority and requirements Collaborates with internal CPB support teams and third-party vendors
as part of incident escalation Provides remote installation of approved software utilizing government-provided tools Compensation & Benefits:
The annual projected pay range for this position is $43,061.00 - $73,717.00 with consideration being given to various factors including but not limited to qualifications, experience, job responsibilities, and geographic location. Oxley Enterprises, Inc. offers a full array of benefits including: Medical, dental, vision and prescription drug coverage for you and your family. Life Insurance, short-term disability and long-term disability paid for by the Company. Supplemental coverages including Accident, Critical Illness, and Hospital. Additional Life insurance coverage for you and your dependents. 401k plan with various options to select based on your retirement goals. Oxley Enterprises, Inc. is a certified service-disabled veteran-owned (SDVOSB), economic disadvantaged woman-owned (EDWOSB), Small Business Administration Certified 8(a), and small disadvantaged business (SDB) that has 25 years of experience building and delivering quality IT systems and programs. Oxley is ranked in the INC 5000 7 times (2016, 2017, 2018, 2021, 2023, 2024, 2025). Oxley is a 2019 - 2024 Department of Labor HIRE Vets Medallion Award Winner. Oxley is Virginia Values Veterans certified. All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local law. If you require a reasonable accommodation to apply for a position at Oxley Enterprises, Inc., please send an email to our Human Resources Department at:
careers@oxleyenterprises.com
with the following information: Subject Line: Accommodation Request Provide a description of your accommodation request Include your contact information: Full name, Email address, Best number to reach you (optional) We participate in the E-Verify program.
http://www.dhs.gov/E-Verify
#J-18808-Ljbffr
CT, DC, HI, IL, LA,
MA, MN, MO, NE, NV, NH, NJ, NM, NY, ND, OR, PR, RI, VT,
WA, WY Location:
Government facility in the DC Metropolitan area Are you passionate about solving complex technical issues and delivering exceptional IT support? Join
the
Technology Service Desk team as a Tier II Enterprise IT Support Specialist, where you'll provide advanced hardware and software support
to
U.S. Customs and Border Protection (CBP)
end users. Position Description:
The Tier
II
Enterprise IT Support Specialist
provides
advanced technology support for
hardware and software
incidents and requests
through the Technology Service Desk (
TSD
). Minimum/General Experience:
2-4 years
of
experience
providing information
technology
(
IT
)
troubleshooting and customer support Minimum Education:
High School diploma Essential Skills/Qualifications: Above average experience supporting end users with
second level
technical troubleshooting and issue resolution Above average experience supporting the
remote installation and
troubleshooting
of
hardware
peripherals (e.g.,
desktops, laptops,
tablets, printers, scanners, cameras
) Above average experience supporting mobile device management and issue
s Above average experience providing
user
troubleshooting
(e.g., Microsoft Outlook) Above average experience supporting network connectivity and Virtual Private Network (VPN) connectivity issues Above average knowledge of Microsoft Office products Above average e
xperience supporting
Microsoft
Windows
operating systems Ability to support workstation login and Personal Identity Verification (PIV) card issues and requests Experience performing incident escalation to the next level of technical support Experience supporting
approved
remote software
installations
using remote access tools Experience using ticketing systems (e.g., ServiceNow) Experience utilizing service management tools (e.g., Remedy) Knowledge of Microsoft's Active Directory Ability to support an operational 24x7x365 environment Excellent
oral and written communication
skills General Physical Requirements needed to perform the essential functions of this job may vary based on the location of the assignment
. Assignment Location -
Government facility located
in
the DC Metropolitan Area. Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Typing, communicating, repetitive motions. Close visual acuity to prepare and analyze data, view computer monitors and read. May need to view presentation screens and other visual aids in a virtual setting. Inside environmental conditions with protection from outside elements. Security
:
Ability to complete a Pre-Screening and U.S. Customs and Border Protection (CBP) Background Investigation (BI) U.S. Citizenship Pre-Screening
Consists of a review of up to but not limited to: Criminal history check - no felony convictions within the past
36 months Drug screening Criminal activity and/or misconduct in the workplace including fraud and theft within the past 12 months Financial check - bankruptcy and tax liens within the last 7-10 years CBP Background Investigation
Consists of a review of up to but not limited to: Credit check Criminal history check Records check to verify citizenship of family members Verification of date of birth Education verification Employment history verification Military history verification Interviews with subject, peers, spouse, former spouse(s), neighbors Residency verification Public records check - bankruptcies, divorces, criminal and/or civil litigation Tasks/activities include, but are not limited to: Provides Tier II support for incidents and requests transferred through a Remedy ticket or warm-transferred phone call Supports mobile device issues in the AirWatch mobile service environment Provides support for email functionality and account issues Provides
access support
for
Global Protect and Zscaler VPNs Provides accurate and timely
resolution for incidents and requests using esta
blished
troubleshooting methods Record
s
all technology incidents and service requests in the appropriate
s
ervice
m
anagement
t
ool (e.g.,
ServiceNow) Gathers
appropriate information and
verifies
customer identity
using
approved government tools and follow
ing
established government procedures Uses the Department of Homeland Security (DHS) Workplace remote access tool D
ocumen
t
s actions
performed by Tier
I
I and provides additional
information required by the next level of
support Supports Microsoft Windows operating system
related incidents Provides support for
Microsoft Office and
Active Directory issues Transfers calls to the next level of technical support via ticket entry depending on priority and requirements Collaborates with internal CPB support teams and third-party vendors
as part of incident escalation Provides remote installation of approved software utilizing government-provided tools Compensation & Benefits:
The annual projected pay range for this position is $43,061.00 - $73,717.00 with consideration being given to various factors including but not limited to qualifications, experience, job responsibilities, and geographic location. Oxley Enterprises, Inc. offers a full array of benefits including: Medical, dental, vision and prescription drug coverage for you and your family. Life Insurance, short-term disability and long-term disability paid for by the Company. Supplemental coverages including Accident, Critical Illness, and Hospital. Additional Life insurance coverage for you and your dependents. 401k plan with various options to select based on your retirement goals. Oxley Enterprises, Inc. is a certified service-disabled veteran-owned (SDVOSB), economic disadvantaged woman-owned (EDWOSB), Small Business Administration Certified 8(a), and small disadvantaged business (SDB) that has 25 years of experience building and delivering quality IT systems and programs. Oxley is ranked in the INC 5000 7 times (2016, 2017, 2018, 2021, 2023, 2024, 2025). Oxley is a 2019 - 2024 Department of Labor HIRE Vets Medallion Award Winner. Oxley is Virginia Values Veterans certified. All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local law. If you require a reasonable accommodation to apply for a position at Oxley Enterprises, Inc., please send an email to our Human Resources Department at:
careers@oxleyenterprises.com
with the following information: Subject Line: Accommodation Request Provide a description of your accommodation request Include your contact information: Full name, Email address, Best number to reach you (optional) We participate in the E-Verify program.
http://www.dhs.gov/E-Verify
#J-18808-Ljbffr