Helpdesk Technician Tier II

What we are looking for

Tripoint Solutions is seeking a Tier II Helpdesk Technician in support of an upcoming contract with a federal customer.

The Service Desk is open from 7:00am to 7:00pm Monday through Friday, with on call support on weekends and federal holidays.

Program/Role Description

Location:

The successful candidate will be accountable to:

• Acting as point of contact via phone and email for all technical inquiries and requests for service escalated to Tier II
• Providing resolution to moderately complex incidents or requests, both in-person/desk-side and remotely
• Utilizing the ticketing system to prioritize and monitor resolution of incidents or track projects
• Maintaining documentation for problem resolutions and procedures
• Maintaining compliance with standard operating procedures (SOPs) regarding ticket closure, escalation, and status
• Reassigning/escalating requests to the appropriate IT team member or other support level, as SLAs or issues warrant
• Effectively communicate with all parties involved
• Assist Tier I Technicians through knowledge sharing, training, and mentorship
• Participating in hardware or application delivery and solution research projects as a junior subject matter expert
• Providing executives and VIPs with superior customer service
• Assist with writing technical content (web documents, SOPs, end-user instructions, etc) including Section 508 compliant materials
• Utilize remote access control software (DameWare)
• Collaborates closely with members of the IT team or vendors to ensure successful completion of technology requests and deployments
• Travel to sites in the Washington, DC area as needed to resolve issues desk-side or escort third-party vendors
• Perform other duties as assigned

What you bring

Experience, Education & Training: 

• Diploma/GED

• Minimum 1 (one) year of relevant enterprise helpdesk experience at the Tier II level - or - 3 (three) years at the Tier I level
• Ability to effectively communicate complex information
• Excellent writing skills
• Technical knowledge to troubleshoot moderately complex incidents
• Ability to build rapport with team members and end users
• Ability to manage time and adapt to changing priorities
• Proficiency with ticketing system
• Ability work work with minimal supervision

Preferred:

• Bachelor's degree
• Experience using ServiceNow
• Experience working with federal end-users
• Experience with Section 508 compliance
• CompTIA Sec or equivalent DOD 8570 IAT Level I certification

Clearance Requirements:

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for potential access to classified information. Accordingly, US Citizenship is required.

What we offer

About Tripoint Solutions

We are technology innovators, partnered with state-of-the-art providers, such as AWS, ServiceNow, and UiPath, to drive digital transformation in the federal space. TPS teams are bringing automation and data science into areas of the government that are crying out for fresh tech—making positive impacts felt by tens of thousands of users, countless citizens, and all six branches of the military each day. Our Agile teams are responsible for envisioning, launching, and operating the massive data systems and analytics platforms used to manage $14.5B in government procurements and $200B in military real estate assets globally. At TPS, we apply the power of cloud technologies to help the government think smarter and function better—for everyone.

TPS Company Values

• We value and respect each employee's dedicated work and unique contributions; as they directly impact who we are and what we do.  
• Your talent and innovative thinking bring leading-edge solutions to our customers.
• Our success is driven by the dedication of our employees.
• Employee-generated solutions have sustained our continued success and customer satisfaction

Benefit OfferingsTripoint Solutions builds flexibility into health benefit plan choices, covers most of the monthly premiums, and helps employees build a career with impact through our generous professional development program.

We offer all full-time employees:

• Medical, Dental, Vision benefits with a national provider network
• Flexible Spending and Health Savings Accounts (FSA & HSA)
• Company-paid Life and Disability insurance including Short-Term, Long-Term, and Accidental
• Paid-time off (PTO), accruing with each year of service, up to 20 days, plus 11 paid holidays
• 401(k) Retirement Plan - No waiting period to contribute and company makes 3% contribution of eligible pay in addition to annual profit-sharing contribution option
• Eligibility to receive impact bonuses each quarter
• Referral Program
• Professional Development Reimbursement Program to pursue undergraduate, graduate, training, and certifications
• Monthly transportation, parking, and cell phone service reimbursement

 Tripoint Solutions is an Equal Opportunity Employer/Veterans/Disabled