Helpdesk Support

Benefits

• 401(k)
• 401(k) matching
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Military leave
• Paid military leave
• Paid time off
• Paid training
• Tuition reimbursement

Overview:

TISTA Science and Technology Corporation is seeking a Helpdesk Support to join our growing team!
TISTA associates enjoy above Industry Healthcare Benefits, Remote Working Options, Paid Time Off, Training/Certification opportunities, Healthcare Savings Account & Flexible Savings Account, Paid Life Insurance, Short-term & Long-term Disability, 401K Match, Tuition Reimbursement, Employee Assistance Program, Paid Holidays, Military Leave, and much more!
Responsibilities:The Helpdesk Support is responsible for providing Tier 2 technical support services for APS application at CMS. This role is also a point of escalation for CMS and Mac Users in case APS is not operating as expected. The candidate will work with other Help Desk team members as well as independently, maintaining communication with team members and agency leadership at other locations. The candidate will also participate in team meetings to provide feedback from users, provide status of on-going projects, and take on new projects.

• Provide Tier 2 Support for Customers accessing APS system via phone and email
• Providing technical assistance for questions and problems and help fix issues
• Diagnosing system errors and other issues
• Consult with Tier 3 to assist with advanced issues
• Following up with customers to ensure full resolution of issues
• Create and monitor tickets in JIRA and ServiceNow
• Running reports to analyze common complaints and problems
• Create and generate various reports in Service Now
• Perform system checks on APS application
• Training other staff members on troubleshooting and diagnosing problems
• Writing, editing, and revising training manuals for new and updated software
• Corroborate and validate data for multiple sources
• Perform user acceptance testing for releases and maintenance

Qualifications:

• 2+ years of experience working in Service Desk/Help Desk Environment
• Knowledge of CMMI Service
• Knowledge of database or SQL is a plus
• Familiarity with supporting application hosted on AWS Cloud
• Flexibility to work a variety of shifts with minimal notice
• Strong Computer Skills
• Ability to Troubleshoot and Diagnose Problems
• Familiarity with both PC and Mac, worked with different browsers
• Good Customer Service Skills, Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience
• Detail oriented in order to keep detailed notes on tickets
• Writing and Editing Skills to aid in writing and updating manuals
• Experience Troubleshoot Problems
• Proactive and excited to learn new things
• Experience with Service Now
• Experience with Linux OS
• ITIL Foundation Certification preferred

Education:

• Bachelor’s degree in an IT-related field, but can substitute Associates degree with 2+ years relevant experience

Clearance:

• Ability to obtain a Public Trust clearance

Location:
100% Remote, USA

Pay Range:

• The pay for this position ranges from$38,145 to $70,625
• The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and location
• Also, certain positions are eligible for additional forms of compensation, such as bonuses
• TISTA associates are eligible to participate in our comprehensive benefits plan! More information can be found here: https://tistatech.com/working-at-tista/