The following states/districts are excluded from this job ad: AK, CA, CO, CT, DC, HI, LA, MA, MN, MO, NE, NV, NH, NJ, NM, NY, ND, OR, PR, RI, VT, WA, WY.
Location: Remote in any United States jurisdiction not excluded from this job advertisement.
Job Title
Technical Support Specialist Tier 2
Position Description
The Technical Support Specialist Tier 2 handles escalated technical issues that cannot be resolved by Tier 1 Help Desk Support. This role diagnoses complex software and system problems in cloud environments, works directly with customers and internal teams, and ensures timely resolution of incidents.
Minimum General Experience
3 years of information technology experience.
Minimum Education
High School Diploma.
Essential Skills/Qualifications
Strong understanding of web‑based software products, systems, and cloud platforms (e.g., Azure, AWS).
Proficiency in troubleshooting tools, logs, and diagnostic methods.
Experience with operating systems (e.g., Windows, Linux).
Experience with ticketing systems (e.g., ServiceNow, Jira).
Familiarity with networking fundamentals (e.g., DNS, DHCP, TCP/IP, VPN, firewalls).
Ability to read and interpret system logs or error reports.
Excellent written and verbal communication skills.
Strong problem solving and analytical thinking skills.
Ability to work independently on complex issues.
Experience with scripting or automation (e.g., PowerShell, Bash, Python) (preferred).
Experience with Infrastructure as a Service (IaaS), cloud platforms, or enterprise IT environments (preferred).
Experience with Tier2 or advanced support, technical troubleshooting, clinical and patient data workflows, and regulatory awareness (preferred).
Knowledge of VA operations (e.g., VistA, Telehealth and Scheduling) (preferred).
Knowledge of Electronic Health Record (EHR) / Electronic Medical Record (EMR) systems (preferred).
General Physical Requirements
Assignment Location – Remote.
Sedentary work; exert up to 10 pounds occasionally or frequently to lift, carry, push, pull or otherwise move objects.
Typing, communicating, repetitive motions.
Close visual acuity to prepare and analyze data, view computer monitors and read; may need to view presentation screens in a virtual setting.
Comfortable in indoor environments with protection from outside elements.
Security
Ability to obtain/maintain a Federal Civilian Public Trust.
U.S. Citizenship or Permanent Residence that has lived in the United States for at least 3 years.
Federal Civilian Public Trust
Consists of a review up to but not limited to:
Covers a 10‑year period and in some instances lifetime events.
OPM Security Investigations Index (SII).
DOD Defense Central Investigations Index (DCII).
National Agency Check (NAC) records.
FBI name check.
FBI fingerprint check.
Credit report check.
Written inquiries to previous employers and references listed on the application for employment.
Potential interviews with the subject, spouse, neighbors, supervisor, coworkers.
Law enforcement check.
Court records check.
Education check‑ Attendance and Degrees.
Tasks / Activities
Investigate and resolve technical issues escalated from Tier1 support.
Perform advanced troubleshooting across software, hardware, cloud networks, and/or C# applications.
Document issues, solutions, and root causes in the ticketing system.
Collaborate with engineering, Tier3 Support, and/or development teams on unresolved or systemic issues.
Provide guidance and mentorship to Tier1 Support agents.
Identify recurring problems and recommend process or product improvements.
Assist with system updates, patches, and configuration changes.
Communicate clearly with customers regarding progress and resolution.
Follow Service Level Agreements (SLAs) and ensure timely ticket handling.
Participate in on‑call activities when required.
Compensation & Benefits
The annual projected pay range for this position is $45,000.00 – $50,000.00.
Medical, dental, vision and prescription drug coverage for you and your family.
Life Insurance, short‑term disability and long‑term disability paid for by the company.
Supplemental coverages including Accident, Critical Illness, and Hospital.
Additional Life insurance coverage for you and your dependents.
401(k) plan with various options to select based on your retirement goals.
All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local law.
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