Tier 2 Help Desk Customer Service Engineer

Location: Remote

Required Clearance: Requires Public Trust Clearance. Must be a U.S. citizen or permanent resident and be eligible for this clearance. 

Required Education: Associate’s degree in Information Technology, MIS, or a related field is preferred. Degrees may be substituted for 5 years of experience.

Required Experience: 5+ years

Description

PingWind is seeking a highly skilled and experienced Tier 2 Help Desk Customer Service Engineer for the Human Capitol Service Center (HCSC) Tier 2 support of the Department of Veterans Affairs (VA) Talent Management System (TMS) and the VA Emergency Alerting and Accountability System (EAAS) Help Desk operations.  This role will assist with escalated tickets from the Enterprise Service Desk (ESD) Tier 1 and supporting all TMS and EAAS users ranging from entry level employees to supervisors. 

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Responsibilities

• Application Issue Resolution: Analyze application problems, document, and escalate to Tier 3 or vendor, track issues, test fixes, and update status on SharePoint.

• Daily Calls Participation: Engage in daily operational calls with stakeholders to review high-profile issues, updates, and new concerns.

• Managed Self Enrollment (MSE) Maintenance: Merge accounts and correct TMS roles based on data provided by the Operation Maintenance Database Administrator.

• Educational Data Repository (EDR) Facility Fixes: Correct job location codes, update the mapping table with new organization codes, and ensure accurate location descriptions.

• TMS Local Administrator Finder: Maintain the accuracy of Points of Contact (POCs) for each domain using the VA’s TMS Local Admin Interactive Map.

• TMS Submitted Reports: Monitor report submission success rates, investigate drops, and resolve issues.

• Reports and Certificates of Training: Support TMS administrators in obtaining necessary reports.

• User Acceptance Testing (UAT): Participate in software upgrade testing, perform scripted and smoke tests, and collaborate on 508 compliance testing.

• VA TMS Course Testing: Review, test, and provide feedback on high-profile courses updated annually.

• HCSC-supported Application: Assist TMS administrators with access and Profile Maintenance.

• Troubleshooting PC Setup and Browser Optimization: Diagnose and troubleshoot issues related to PC settings, browser optimization, access issues and network problems using remote technology tools.

• Automated Notification Reporting (ANR) Tool: Utilize the ANR tool to identify service disruptions affecting TMS.

• Track Efforts with VA Enterprise Service Desk (ESD): Use the ServiceNow ticket system to track and manage issues from inception to resolution.

Requirements

• Working knowledge of web-based applications and data access mechanisms.

• Database management and administration tools experience.

• Working knowledge of Structured Query Language (SQL).

• Experience with enterprise level applications and Learning Management Systems.

• Maintain confidentiality of information processed or prepared.

• Specialized training in system configuration.

• Content integration.

• ITIL experience.

• ServiceNow ticket system.

Preferred Qualifications

• Demonstrated success in working with people in establishing goals, objectives and change management plans.

• Strong communication and collaboration skills.

• Experience/training in providing technical support.

• Perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time sensitive deadlines. 

• Perform multiple tasks simultaneously, including handling interruptions, and return to and complete tasks in a timely manner. 

• Demonstrate integrity, ingenuity and inventiveness in the performance of assigned tasks. 

• Ability to easily adapt to and learn new technologies.

• Perform duties and responsibilities independently.

• Ability to coordinate, research, and analyze special projects/reports. 

• Establish and maintain effective working relationships 

• Ability to perform duties with awareness of all requirements and company policies. 

• Must possess positive, professional, interpersonal skills. 

About PingWind

PingWind is focused on delivering outstanding services to the federal government. We have extensive experience in the fields of cybersecurity, development, IT infrastructure, supply chain management and other professional services such as system design and continuous improvement. PingWind is an SBA certified Service-Disabled Veteran-Owned Small Business (SDVOSB) with offices in Northern Virginia and Huntsville AL. www.PingWind.com

Our benefits include:

• Eleven Paid Federal Holidays

• Paid Time Off starting at 5 hours per pay period (120 hours per year)

• Paid Parental Leave

• Three Medical Plans, PPO Dental, and Vision Insurance 

• 401k with generous employer match

• 529 College Savings Plan

• Continuing education assistance

• Company-paid Short-Term Disability, Long-Term Disability & Life Insurance/AD&D

• Flexible Spending Accounts

• Health and Wellness benefits including Calm Health app subscription and Wellhub gym membership subsidy

• Voluntary insurance plans including Critical Illness, Hospital Indemnity, Legal, Life/AD&D, and Pet Insurance

Veterans are encouraged to apply

PingWind, Inc. does not discriminate in employment opportunities, terms, and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law