Tier 2 APR Technical Support

OBXtek is staffing for a Tier 2 Advanced Problem Resolution (APR) 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. This role provides in-depth technical support for hardware, software, networking, and account-related issues, ensuring timely resolution and exceptional customer service. Support is delivered onsite, including the walk-in facility, with flexibility to respond to fluctuating ticket volumes and special projects.

Key Responsibilities:

Incident Response & Resolution

• Respond to escalated tickets from Tier 1 via the Remedy ticketing system.
• Diagnose, troubleshoot and resolve issues related to VPN connectivity, password resets, and USDA-approved desktop software.
• Fulfill incidents, change requests, and work orders with a focus on timely resolution to ensure meeting performance metrics and customer satisfaction.

Technical Support & Troubleshooting

• While onsite, provide 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.

Account & Asset Management

• 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.

Customer Service & Communication

• 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.

Flexible & Adaptive Support

• 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.

Advanced Problem Resolution (APR) Duties

• Perform root cause analysis (RCA) and document findings
• Troubleshoot using logs, system tools, and configuration analysis as needed
• Identify patters in recurring incidents and recommend corrective actions
• Determine when escalation to Tier 3 is required

Additional Duties

• Provide support for over 11,000 USDA employees.
• 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 hands-on workstation hardware/software troubleshooting at the enterprise level, i.e., Tier 2
• Experience with VPN, networking, and OS upgrades.
• Proficiency in account management, imaging, and software deployment.
• Familiarity with telecommunications systems (VTC, VoIP, WITS).
• Knowledge of asset/configuration management.
• Excellent customer service and communication skills.

Preferred Experience:

• Prior experience in federal IT environments, especially USDA.
• Proficiency with Remedy, Service Now, 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.