Help Desk Specialist II – Tier 2 Advanced Support

Titan Technologies

Help Desk Specialist II providing Tier II support for Customs and Border Protection at Titan Technologies. Offering advanced technical troubleshooting and 24/7 support for various IT issues.

Posted 7/21/2026full-timeRemote • Virginia • 🇺🇸 United StatesJuniorMid-Level💰 $22 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Tier II technical support, including advanced troubleshooting for mobile devices, email, and remote access technologies. Proficient in managing incidents through ServiceNow and ensuring high ticket resolution rates within specified timeframes.

Highest-signal resume keywords

Tier II Technical SupportWindows OSActive DirectoryMicrosoft Office 365Mobile Device Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Advanced TroubleshootingRemote AccessVPN TechnologiesPIV/Smart Card AuthenticationIncident Resolution

Soft Skills

Ability to Work Rotating ShiftsStrong Communication Skills

Tools & Technologies

ServiceNowDHS Workplace

Industry Keywords

IT Help DeskTechnical SupportTicketing System

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Provide 24x7x365 Tier II advanced technical support for incidents and requests transferred via ServiceNow ticket or warm-transferred telephone call.
Perform advanced (second level) remote troubleshooting for mobile device issues, email and Microsoft Outlook accounts, PIV card access, remote VPN access, and remote access using DHS Workplace.
Resolve >=90% of tickets assigned to Tier II (AQL target).
Process >=90% of tickets within 4 hours.
Answer >=80% of transferred calls/chats within 60 seconds.
Perform remote installation and troubleshooting of workstations and peripherals.

Requirements

What you’ll need

Minimum 2 years of IT help desk or technical support experience with Tier II-level troubleshooting.
Strong knowledge of Windows OS, Active Directory, Microsoft Office 365, Outlook, and mobile device management (MDM).
Experience with VPN technologies, remote access tools, and PIV/smart card authentication.
Ability to work rotating shifts including nights, weekends, and holidays.
Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI).

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Titan Technologies Website LinkedIn All Job Openings 501 - 1000 employees Founded 2016 🏛️ Government 🏢 Enterprise 🤖 Artificial Intelligence Government
Enterprise
Artificial Intelligence Titan Technologies is a government-focused IT services and solutions company that provides managed IT services, AI/ML analytics and data management, systems integration and engineering, and contact center solutions. The firm supports federal and state customers—including defense and intelligence agencies—through government contract vehicles and strategic partnerships, delivering modernization (e. g. , ServiceNow), disaster recovery support, and enterprise IT operations. Titan emphasizes customer success, collaborative relationships, and tailored solutions to modernize legacy systems and implement AI-enabled capabilities. Help Desk Specialist II – Tier 2 Advanced Support 🔥 1 hour ago ⚔️ Virginia – Remote 💵 $22 / hour ⏰ Full Time 🟢 Junior 🟡 Mid-level 💻 IT Support 🚫👨‍🎓 No degree required 🦅 H1B Visa Sponsor Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Provide 24x7x365 Tier II advanced technical support for incidents and requests transferred via ServiceNow ticket or warm-transferred telephone call.
Perform advanced (second level) remote troubleshooting for mobile device issues, email and Microsoft Outlook accounts, PIV card access, remote VPN access, and remote access using DHS Workplace.
Resolve >=90% of tickets assigned to Tier II (AQL target).
Process >=90% of tickets within 4 hours.
Answer >=80% of transferred calls/chats within 60 seconds.
Perform remote installation and troubleshooting of workstations and peripherals. 🎯 Requirements
Minimum 2 years of IT help desk or technical support experience with Tier II-level troubleshooting.
Strong knowledge of Windows OS, Active Directory, Microsoft Office 365, Outlook, and mobile device management (MDM).
Experience with VPN technologies, remote access tools, and PIV/smart card authentication.
Ability to work rotating shifts including nights, weekends, and holidays.
Sole U.S. citizenship required and ability to successfully pass a CBP Background Investigation (BI). Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Hotel IT Systems Manager 🔥 1 hour ago Peachtree Group 1001 - 5000 🏠 Real Estate 💸 Finance Website LinkedIn All Job Openings IT Hotel Systems Manager overseeing the Information Technology function for hotel systems at Peachtree Group. Responsible for maintaining IT systems across multiple hotel locations and ensuring smooth operations. 🇺🇸 United States – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 💻 IT Support Help Desk Coordinator II 🔥 7 hours ago RealPage, Inc. 5001 - 10000 🏠 Real Estate ☁️ SaaS 🤝 B2B Website LinkedIn All Job Openings Tier 2 Help Desk Agent delivering top-tier support for network issues at WhiteSky Communications. Resolving customer inquiries across various devices and network equipment. 🇺🇸 United States – Remote 💵 $17 - $30 / hour 💰 $18.6M Post-IPO Equity - RealPage on 2022-01 ⏰ Full Time 🟡 Mid-level 🟠 Senior 💻 IT Support Help Desk Agent 🔥 7 hours ago Cayuse Holdings 501 - 1000 🏛️ Government 🤝 B2B 🔒 Cybersecurity Website LinkedIn All Job Openings Help Desk Agent providing customer service solutions within service level agreements at Cayuse. Responsible for troubleshooting, resolving issues, and improving customer service quality. 🇺🇸 United States – Remote 💵 $20 / hour ⏰ Full Time 🟡 Mid-level 🟠 Senior 💻 IT Support Audit Manager – Healthcare 🔥 7 hours ago BerryDunn — Assurance, Tax and Consulting 501 - 1000 Website LinkedIn All Job Openings Audit Manager overseeing Healthcare client engagements for BerryDunn. Focused on managing audit processes and mentoring staff in a collaborative environment. 🇺🇸 United States – Remote 💵 $100k - $115k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 💻 IT Support IT Operations Manager 🔥 8 hours ago Instacart 1001 - 5000 🛍️ eCommerce 🚗 Transport 🛒 Retail Website LinkedIn All Job Openings IT Operations Manager leading logistics and procurement for Instacart's IT team. Overseeing onboarding processes and cross-functional collaboration with HR and Finance teams. 🇺🇸 United States – Remote 💵 $155k - $163.5k / year 💰 $232M Venture Round on 2021-11 ⏰ Full Time 🟡 Mid-level 🟠 Senior 💻 IT Support 🦅 H1B Visa Sponsor View More IT Support Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Find jobs using your resume Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs