Tier 2 Support Specialist
Remote · United States
Job Summary
Tier 2 Support Specialist provides advanced technical support, incident resolution, and system troubleshooting for VA users, applications, and infrastructure. Acts as escalation point between Tier 1 service desk teams and Tier 3 engineering teams, ensuring timely resolution of complex issues impacting mission-critical VA operations. Responsibilities include incident resolution across VA systems, troubleshooting of networks, applications, and user access (Active Directory, Group Policy, MFA, VPN), support for VA-approved applications (VistA, VES, VA.gov, ServiceNow), system and application troubleshooting (Windows/Linux, patching, remediation), security/compliance tasks per VA cybersecurity policies, customer service and stakeholder engagement, documentation in ServiceNow, knowledge-base creation, and participation in change management and Agile ceremonies. Infrastructure and modernization support includes cloud-hosted applications (AWS, Azure), VDI platforms (VMware Horizon, Citrix), and VA modernization efforts (VES, VistA integrations). Preferred qualifications include VA system experience and relevant certifications (Security+, Network+, A+, ITIL), with working conditions noting standard business hours and telecommuting.
Required Qualifications
- Associate’s or Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
- 3+ years of technical support or system administration experience.
- Experience supporting federal agencies (VA, DoD, HHS, DHS, etc.).
- Strong troubleshooting skills across OS, networks, applications, and identity management.
- Familiarity with ITSM tools such as ServiceNow.
- Understanding of federal cybersecurity frameworks and secure support practices.
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