OBXtek
Tier 2 Technical Support (OBXtek)
Join to apply for the Tier 2 Technical Support role at OBXtek. OBXtek is staffing for a Tier 2 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. The role provides in-depth technical support for hardware, software, networking, and account-related issues, ensuring timely resolution and exceptional customer service. Support is delivered both remotely and onsite, including at the walk‑in facility, with flexibility to respond to fluctuating ticket volumes and special projects.
Key Responsibilities
Respond to escalated tickets from Tier 1 via the Remedy ticketing system.
Diagnose, troubleshoot and resolve VPN connectivity, password reset, and USDA‑approved desktop software issues.
Fulfill incidents, change requests, and work orders with a focus on timely resolution to meet performance metrics and customer satisfaction.
Provide onsite, 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.
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.
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.
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.
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 hardware and software troubleshooting.
Experience with VPN, networking, and operating system upgrades.
Proficiency in account management, imaging, and software deployment.
Familiarity with telecommunications systems (VTC, VoIP, WITS).
Knowledge of asset and configuration management.
Excellent customer service and communication skills.
Preferred Experience
Prior experience in federal IT environments, especially USDA.
Proficiency with Remedy, ServiceNow, 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.
Public Trust & Mission Headquartered in McLean, Virginia and founded in 2009, OBXtek is a growing leader in the government contracting field. Our mission is Our People…Our Reputation. OBXtek pairs lessons learned across disciplines with best practices and industry‑standard quality practices such as CMMI‑Dev Level III, ITIL, SixSigma, PMI, and ISO. Our rapid growth has been recognized by INC500, the Washington Business Journal, and Washington Technology magazine.
Benefits We offer a robust suite of benefits including comprehensive medical, dental, and vision plans; Flexible Spending Accounts; matching 401K; paid time off; tuition reimbursement; and more.
OBXtek is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, gender identity, disability, veteran status, sexual orientation or any other classification protected by federal, state or local law.
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Key Responsibilities
Respond to escalated tickets from Tier 1 via the Remedy ticketing system.
Diagnose, troubleshoot and resolve VPN connectivity, password reset, and USDA‑approved desktop software issues.
Fulfill incidents, change requests, and work orders with a focus on timely resolution to meet performance metrics and customer satisfaction.
Provide onsite, 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.
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.
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.
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.
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 hardware and software troubleshooting.
Experience with VPN, networking, and operating system upgrades.
Proficiency in account management, imaging, and software deployment.
Familiarity with telecommunications systems (VTC, VoIP, WITS).
Knowledge of asset and configuration management.
Excellent customer service and communication skills.
Preferred Experience
Prior experience in federal IT environments, especially USDA.
Proficiency with Remedy, ServiceNow, 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.
Public Trust & Mission Headquartered in McLean, Virginia and founded in 2009, OBXtek is a growing leader in the government contracting field. Our mission is Our People…Our Reputation. OBXtek pairs lessons learned across disciplines with best practices and industry‑standard quality practices such as CMMI‑Dev Level III, ITIL, SixSigma, PMI, and ISO. Our rapid growth has been recognized by INC500, the Washington Business Journal, and Washington Technology magazine.
Benefits We offer a robust suite of benefits including comprehensive medical, dental, and vision plans; Flexible Spending Accounts; matching 401K; paid time off; tuition reimbursement; and more.
OBXtek is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, gender identity, disability, veteran status, sexual orientation or any other classification protected by federal, state or local law.
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