Favor TechConsulting Tier II Help Desk Support in (Multiple States), United States

Tier II Help Desk Support

Location: Multiple States

Department: Department of Veterans Affairs

Type: Full Time

Minimum Experience: Experienced

Security Clearance Level: Ability to successfully pass a thorough background investigation

*The clearance level stated above must be met for consideration for this specific opportunity. Unfortunately, FTC is unable to sponsor at this time.

Military Veterans are highly encouraged to apply!

Favor TechConsulting, LLC (FTC) is seeking a Tier 2 Help Desk Support with extensive Veterans Health Administration (VHA).

Essential Job Functions & Responsibilities:

  • Supports ticket resolution by providing resolution description to the VA Tier 1 Support desk for MVP REEF Application

  • Provide a resolution plan and problem management tracking for four severity levels of problem requests within defined VA designated period (severity/time based)

  • Maintain ticket training system and route Tier 2 tickets to the applicable Tier 3 assignee for remediation

  • Sustain monthly help desk usage records, trouble ticket resolution descriptions within outlined deadlines, and oversee ticket, outage information, and incident reports

  • Culpable for upholding compliance with all SOP?s in regards to ticket escalation, closure, and status

Required Skills:

  • Bachelor's degree in Computer Science or 3 plus years of experience working in the IT Tier II or higher field preferred

  • Strong knowledge of customer service, cloud technology, and a substantial understanding of server infrastructure

  • Progressive degree of networking knowledge and operating language

  • Advanced level of analytical, effective communication, and technological skills

  • Must preserve confidentiality of information and maintain dependability

  • Must be a self-motivated individual with a willingness to work well with others on a regular basis

  • Preferred knowledge or VA Health Care environment

U.S Citizenship is required for this specific opportunity and all selected applicants will be subject to a government security investigation. This includes but not limited to; meeting the eligibility requirements for access to classified information and the ability to obtain a government-granted security clearance. Individuals may also be subject to a background investigation including, but not limited to; criminal history, employment verification, education verification, drug testing, and creditworthiness.

Favor TechConsulting is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, marital status, disability, veteran status, sexual orientation, or genetic information.