• Configure and deploy complex software solutions across desktop and mobile environments • Deliver advanced end‑user computing support, resolving sophisticated hardware and software issues through expert diagnostics • Provide reliable, customer focused IT support to market and corporate users through effective troubleshooting, collaboration, and escalation • Support desktop, hardware, software, and application issues across office and field environments while developing technical expertise and stakeholder relationships • Support Tier 2 and select Tier 3 tickets escalated from the Digital Service Center; escalate complex issues as needed • Troubleshoot moderately complex desktop, application, network, and hardware issues by reproducing incidents and validating configurations • Provide functional and post development application support, including client installations and upgrades • Collaborate with internal IT teams and external vendors to support timely issue resolution • Assist with data analysis, documentation, and technical inputs for system fixes and enhancements • Contribute to operational and ticketing reports and support team led technical initiatives • Advise users on standard IT equipment options and assist with research and quote coordination • Provide hands-on, frontline IT support for users online, in call queues, and on site • Willingness to travel to market area sites to support end users and IT equipment as needed

• Address client inquiries and technical issues via phone, email, and chat, ensuring quick and professional responses. • Guide customers through troubleshooting steps to resolve technical problems. • Follow up with clients to confirm issue resolution and gather feedback on the support experience. • Diagnose and resolve software, system, or network-related issues. • Escalate recurring or complex issues to higher-level support or relevant teams. • Perform detailed logging of incidents and resolutions in ticketing systems. • Partner with team members to address complex issues and share insights during team meetings. • Create, update, and maintain knowledge base articles, FAQs, and technical guides. • Provide feedback on recurring issues to help identify areas for improvement.

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. We're looking for a Technical Support Specialist Tier 2 to solve technical issues, diagnose complex software and system problems, and ensure timely resolution of incidents! Apply today to join a mission-driven team supporting critical healthcare technology environments within the Department of Veterans Affairs (VA). Position Description: The Technical Support Specialist Tier 2 handles escalated technical issues that cannot be resolved by Tier 1 Help Desk Support. The Technical Support Specialist Tier 2 will diagnose complex software and system problems in cloud environments, work directly with customers and internal teams, and ensure 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) - Strong proficiency in troubleshooting tools, logs, and diagnostic methods - Strong experience with operating systems (e.g., Windows, Linux) - Strong experience with ticketing systems (e.g., ServiceNow (SNOW), Jira) - Familiarity with networking fundamentals (e.g., Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), Transmission Control Protocol/Internet Protocol (TCP/IP), Virtual Private Network (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 Tier 2 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 needed to perform the essential functions of this job may vary based on the location of the assignment.  - Assignment Location - Remote - Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly 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 and other visual aids in a virtual setting.  - Inside environmental conditions with protection from outside elements.  Security: Ability to obtain/maintain a Federal Civilian Public Trust - U.S. Citizenship or Permanent Resident that has lived in the United States for at least 3 years Federal Civilian Public Trust Consists of a review of up to but not limited to: - Covers 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 Acceptable Credentials Tasks/activities include, but are not limited to: - Investigates and resolves technical issues escalated from Tier 1 support - Performs advanced troubleshooting across software, hardware, cloud networks, and/or C# applications - Documents issues, solutions, and root causes in the ticketing system - Collaborates with engineering, Tier 3 Support, and/or development teams on unresolved or systemic issues - Provides guidance and mentorship to Tier 1 Support agents - Identifies recurring problems and recommends process or product improvements - Assists with system updates, patches, and configuration changes - Communicates clearly with customers regarding progress and resolution - Follows Service Level Agreements (SLAs) and ensures timely ticket handling - Participates in on-call activities when required Compensation & Benefits: The annual projected pay range for this position is $45,000.00 - $50,000.00 with consideration being given to various factors including but not limited to qualifications, experience, job responsibilities, and geographic location. Oxley Enterprises, Inc. offers a full array of benefits including: - 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. - 401k plan with various options to select based on your retirement goals. Oxley Enterprises®, Inc. is a certified service-disabled veteran-owned (SDVOSB), economic disadvantaged woman-owned (EDWOSB), Small Business Administration Certified 8(a), and small disadvantaged business (SDB) that has 25 years of experience building and delivering quality IT systems and programs. Oxley is ranked in the INC 5000 7 times (2016, 2017, 2018, 2021, 2023, 2024, 2025). Oxley is a 2019 - 2025 Department of Labor HIRE Vets Medallion Award Winner. Oxley is Virginia Values Veterans certified. All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local law. If you require a reasonable accommodation to apply for a position at Oxley Enterprises, Inc., please send an email to our Human Resources Department at: careers@oxleyenterprises.com with the following information: Subject Line: Accommodation Request Provide a description of your accommodation request Include your contact information: Full name, Email address, Best number to reach you (optional) We participate in the E-Verify program. http://www.dhs.gov/E-Verify

• Serve as the primary point of contact for technical issues via phone, email, and interactive chat. • Diagnosing and resolving technical issues through troubleshooting. • Responding to queries and offering practical advice on problem-solving. • Maintaining accurate records of technical issues and resolutions. • Serve as a guide and technical resource for customers implementing integrations with Avinode Group APIs. • Write and maintain API & Integration documentation and implementation best practices. • Use the learnings from your support cases to contribute to support documentation for our web-based products.