Tier 2 APR Technical Support

Responsibilities 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 both remotely and 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 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. 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 toot 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 hardware/software troubleshooting. 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. Security Clearance Public Trust Company Information 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. Our people are trained professionals who enhance our customers’ knowledge and innovation using technology, collaboration, and education. We offer a robust suite of benefits including comprehensive medical, dental and vision plans, Flexible Spending Accounts, matching 401K, paid time off, tuition reimbursement program and much more. OBXtek pairs lessons learned across disciplines with best practices and industry standard quality practices such as CMMI-Dev Level III, ITIL, 6Sigma, PMI, and ISO. Our rapid growth has been recognized by INC500, the Washington Business Journal, and Washington Technology magazine. 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.*MON