Job Details

Tier 2 Service Desk Technician

The Tier 2 Service Desk Technician provides advanced technical support for U.S. Customs and Border Protection (CBP) end users by troubleshooting escalated incidents, performing deeper system diagnostics, and resolving hardware, software, and network issues that cannot be resolved at Tier 1. This role requires strong technical expertise, the ability to work independently, and effective communication with users, Tier 1 staff, and backend engineering teams. The Tier 2 technician may support onsite deskside work, remote troubleshooting, and operational support in mission-critical CBP environments.

Responsibilities include:

• 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.

Qualifications include:

• 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
• Active Directory & Group Policy troubleshooting
• Microsoft Office 365 configuration and support
• Local and network printing services
• Standard TCP/IP networking concepts
• Ability to interpret logs, event data, and system behavior to isolate root causes.
• Excellent customer service and communication skills.

Actual salary will be based on a variety of factors including but not limited to experience, geographic location, contract affordability, internal equity, education, and certifications. The upper end of the salary range may be reserved for individuals who have demonstrated tenure with the company, seniority, and proven excellent performance. This includes factors such as education, certifications, and extensive/unique experience beyond what is required.

ValidaTek is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status. Applicants who are selected for employment will be required to verify authorization to work in the United States. Offers of employment will be contingent upon passing a post-offer background check.