Senior Tier 2 Service Desk Analyst – VA C&P Help Desk 2.0

Job not on LinkedIn

🕒 5 days ago

🇺🇸 United States – Remote

💵 $72k - $86k / year

⏰ Full Time

🟠 Senior

💻 IT Support

👻 Ghost score 0%

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Triumph Enterprises, Inc.

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2005

🎖️ Defense

📦 Logistics

🏭 Manufacturing

Defense • Logistics • Manufacturing

Triumph Enterprises, Inc. is a service disabled veteran owned small business committed to delivering exceptional services, solutions, quality, and value to federal clients. The company specializes in a range of services including cybersecurity, business intelligence, program management, additive manufacturing, and IT service management. Triumph emphasizes the importance of data-driven insights and proactive solutions to meet the evolving needs of the federal government, challenging traditional approaches to ensure mission success.

📋 Description

• Resolve complex Tier 2 application issues for VA claims-processing users • Resolve Tier 2 incidents in ServiceNow by contacting users, replicating issues, providing workarounds, and conducting one-on-one user walkthroughs • Perform the two-senior-analyst review before escalation to Tier 3 • Coordinate Tier 3 and Tier 4 triage and live reproduction sessions • Serve as on-call Senior Tier 2 Analyst for critical and serious incidents after hours • Support high/critical priority incident calls through conclusion and record C&P notes • Write knowledge articles, tip sheets, and monthly response scripts • Lead the weekly user screen-share session • Mentor Tier 2 Analysts and lead a shift

🎯 Requirements

• U.S. citizenship required • Able to read, write, speak and understand English • Able to obtain and keep a VA Tier 2 / Moderate Risk background investigation • Complete VA privacy and security training • 4+ years of Tier 2 application support • 1+ year as a shift lead or escalation point • Daily ServiceNow incident management experience • Available for rotating 24/7 on-call schedule • Available for assigned shifts between 6:30 am and 12:30 am ET, Monday-Saturday • Preferred: ITIL 4 Foundation • Preferred: HDI Support Center Analyst or CompTIA A+ • Preferred: Current VA or other federal Public Trust / Moderate Risk investigation • Preferred: VBMS or VBA claims application experience • Preferred: Federal help desk experience, such as EPA, CFTC or VA programs

🏖️ Benefits

• Remote work from anywhere in the United States • Rotating 24/7 on-call schedule with a Government laptop or mobile device • Government laptop provided for critical and serious incidents after hours • Fair compensation based on local market wages • Equal consideration in hiring without regard to protected characteristics

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