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

Job not on LinkedIn

🕒 5 days ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $56k - $66k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 IT Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

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

• Review tickets escalated from the VA Enterprise Service Desk in ServiceNow and respond within the service-level agreement • Contact users, gather details and screenshots, set severity, and provide resolution or workaround steps • Provide one-on-one walkthroughs to users • Escalate to Tier 3 and Tier 4 teams and keep users updated until resolution • Close tickets and clear non-responsive tickets • Keep the C&P issues log and metrics current • Support post-release ticket summaries three times a day for 72 hours after each release • Support Sunday deployment testing as scheduled

🎯 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 • 2+ years of Tier 1 or Tier 2 help desk or application support using a ticketing system; ServiceNow preferred • Clear written and spoken communication with non-technical users • Available for assigned shifts between 6:30 am and 12:30 am ET, Monday-Saturday • High school diploma or equivalent • ITIL 4 Foundation certification preferred • HDI Customer Service Representative or Support Center Analyst certification preferred • CompTIA A+ certification preferred • Current VA or other federal Public Trust / Moderate Risk investigation preferred • VBMS or VBA claims application experience preferred

🏖️ Benefits

• Remote work from anywhere in the United States • Veterans and military spouses encouraged to apply • Equal consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume