Tier 2 service desk analyst - va c&p help desk 2.0 (remote)

Triumph Enterprises, Inc. is recruiting a Tier 2 Service Desk Analyst for our proposed support to the Department of Veterans Affairs (VA) Office of Information and Technology, Compensation and Pension (C&P) Product Line Help Desk Tier 2 and Deployment Support Services 2.0. This position is contingent upon contract award. Remote work from anywhere in the United States.

ABOUT THE WORK

Tier 2 Analysts are the only point of contact for VA claims-processing users after the Enterprise Service Desk passes an application issue to Tier 2. You resolve issues, guide users, and keep every ticket current until it is closed.

WHAT YOU WILL DO

• 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, including one-on-one walkthroughs
• Escalate to Tier 3 and Tier 4 teams and keep the user 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

MINIMUM QUALIFICATIONS

• Able to read, write, speak and understand English
• Able to obtain and keep a VA Tier 2 / Moderate Risk background investigation and 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

PREFERRED CERTIFICATIONS

• ITIL 4 Foundation
• HDI Customer Service Representative or Support Center Analyst
• CompTIA A+

OTHER PREFERRED QUALIFICATIONS

• Current VA or other federal Public Trust / Moderate Risk investigation (reciprocity to be confirmed)
• VBMS or VBA claims application experience
• Veterans and military spouses encouraged to apply

SCHEDULE AND LOCATION

Remote within the United States; shifts within 6:30 am-12:30 am ET Monday-Friday and Saturday; Sunday deployment testing as scheduled.

WHY TRIUMPH

Triumph Enterprises, Inc. is a Service-Disabled Veteran-Owned Small Business headquartered in Fairfax, Virginia, operating under an ISO 9001:2015-certified quality management system. We price our work based on local market wages, ensuring we fairly compensate our team rather than paying the bare minimum. Triumph Enterprises, Inc. is an Equal Opportunity Employer. We hire strictly on the basis of qualifications and merit, providing equal consideration to all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.