Help Desk Specialist - Tier 2 with Security Clearance

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Job description

Security Clearance required: Public Trust Do you want to make a difference? Cognosante employees are passionate about improving people's lives. With an innovative mindset and an unwavering commitment to those we serve, we partner with healthcare, civilian and defense agencies to deliver exceptional public services and programs. Our multi-faceted technology and customer experience (CX) solutions achieve program outcomes, solve critical challenges and create meaningful change. Whether we are helping Veterans access healthcare faster, ensuring that members of the military complete their missions safely, or helping people obtain health insurance, our work touches millions of people. Are you ready to make a difference? Come Join Our Team As a remote Tier 2 Helpdesk Specialist, you will work in a dynamic environment supporting a medium technical team for the Veterans Administration. Leveraging your strong IT support skills, you will apply your technical abilities and provide excellent customer service for several applications. What is the position? The successful candidate will be responsible for providing Tier 2 advanced technical assistance to Veterans Administration end users for several applications, resolving complex issues efficiently, and maintaining high levels of customer satisfaction. What will I get to do? Advanced Technical Support: Address all Tier 2 tickets in a timely, efficient, and proactive manner. Provide escalated technical support to end-users, addressing complex hardware, software, and network issues that Tier 1 technicians cannot resolve. This may involve troubleshooting system errors, diagnosing network connectivity issues, and resolving software conflicts.
Issue Resolution: Triage, prioritize, manage, and report on help desk tickets and resolutions. Diagnose and resolve technical problems efficiently to minimize downtime and ensure business continuity. This may include troubleshooting operating system errors, resolving software conflicts, and addressing hardware malfunctions.
Escalation Point: Collaborate across the team as needed for assistance. Serve as a point of escalation for Tier 1 technicians, providing guidance and assistance with more challenging technical issues.
Customer Communication: Provide resolution guidance to the end user(s) within the response time window and provide acknowledgement regarding incidents to the end users. Deliver timely, prompt assistance to end users when requested. Communicate effectively with end users to gather information about technical issues, explain solutions in non-technical terms, and provide status updates on ongoing support tickets. Ensure high levels of customer satisfaction by delivering timely and courteous service by providing acknowledgement regarding the tickets to the end users. What qualifications do I need? Bachelor's Degree in IT, Computer Information Systems, Networking, or any other related field
5+ years of relevant work experience
2 years associate (must be in an IT related field) with 7 years experience
Able to quickly respond to end user requests for assistance when existing manuals and scripted responses are not sufficient to meet user needs
An equivalent combination of education, experience and/or applicable military experience will be considered
Must be able to interact with customers, diagnose problems, and lead customers through the necessary steps to correct their issues
Ability to multi-task and quickly adapt to changing priorities
Outstanding written and verbal communication skills
Solid interpersonal skills and demonstrable team building skills
Self-starter that can work under general direction in a highly collaborative, team-based environment
Knowledge of various desktop software packages (Adobe, Microsoft, Apple, etc.), and basic coding and programming skills
Intermediate knowledge of an enterprise environment, (Domain, VLANs, network infrastructure, utilization of web portals, Service Desk systems, Hardware Inventory, VPN, etc.)
Must be comfortable representing and communicating with internal and external customers as a liaison for the Help Desk team, strong customer service, interpersonal and communication skills
Ability to interact and communicate with all levels of personnel and management and be able to effectively perform assigned duties in a collaborative environment
Level 2 or higher Help Desk support with firsthand experience
Ability to obtain a Public Trust Clearance What additional characteristics will help me thrive? Technical Proficiency: Strong knowledge of operating systems (e.g., Windows, macOS, Linux). Proficiency in troubleshooting hardware, software, and network issues. Familiarity with Active Directory, Exchange, Office 365, and Microsoft D365. Understanding of networking concepts.
Problem-Solving Skills: Ability to analyze complex technical problems, identify root causes, and develop effective solutions. Aptitude for troubleshooting technical issues systematically and methodically. Capacity to adapt to new technologies and resolve unfamiliar problems.
Documentation and Organization: Strong organizational skills with attention to detail. Ability to document support interactions, troubleshooting steps, and resolution accurately. Proficiency in using ticketing systems (ServiceNow) and maintaining detailed records of support activities.
Time Management and Prioritization: Ability to manage multiple tasks, prioritize workload, and meet deadlines in a fast-paced environment. Capacity to triage and prioritize support tickets based on urgency, impact, and business needs. Aptitude for balancing reactive support tasks with proactive maintenance and improvement initiatives.
Continuous Improvement and Professional Development: Commitment to staying updated with emerging technologies, industry trends, and best practices with a willingness to pursue relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Solutions Associate) and professional development opportunities to include an eagerness to expand technical skills and knowledge to enhance job performance. What We Offer Our mission is to provide comprehensive and competitive pay, benefits, services, and programs to eligible employees and their dependents that: Ensure optimal health and productivity of our employees
Support employee retention and attraction
Provide work/life balance to ensure our employees succeed inside and outside of the office Compensation $35.79 - $57.26 The pay range for this job is determined by various factors, including but not necessarily limited to location, responsibilities of the job, and alignment with market data. When determining a salary for this role, the following factors may be taken into consideration - contract-specific affordability, education, knowledge, skills, competencies and experience. The estimate displayed represents the salary range for this position and is just one component of Cognosante's total compensation package for employees. It is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee. Cognosante will not provide sponsorship for employment-based immigration benefits for this position. What We Promise Cognosante employees are inspired by our bold mission to improve lives. To achieve this mission, we put our people first. No matter wherethey're located around the nation, our innovative workplaces enable individuals to apply theirskills and experience to work toward a greater good. We foster a winning culture of solutioncreators built on innovation, collaboration, flexibility, and work-life balance.And we invest in thenext generation of diverse talent to foster an inclusive, progressive, adaptable workplacethat prioritizes advancement for all. As an affirmative action employer, we are committed to equal opportunity regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class. Your safety during your job search is important. Recruiting communications will always be sent through one of the following corporate domain emails We will never send communications through any other domain, We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at

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