Tier 2 - Service Desk Technician (BankNet)

Totally Joined For Achieving Collaborative Techniques•Washington, DC

1d•Remote

About The Position

TJFACT is seeking a well-qualified Tier 2 – Service Desk Technician (BankNet) in support of our US Department of Treasury, Office of the Comptroller of Currency (USDT – OCC) client. This Service Desk Technician will provide remote support for BankNet users in a federal environment. This role is best suited for someone with 2–4 years of solid service desk experience who is comfortable handling user access issues, troubleshooting common technical problems, and maintaining strong ticketing discipline. This is a high-volume, customer-facing role requiring clear communication, accountability, and consistent performance.

Requirements

U.S. citizen
H.S. Diploma Required (Associate/Bachelors in relevant field of study valued/preferred)
Two (2) to four (4) years of service desk or help desk experience
Experience supporting users via phone and email in a high-volume environment
Hands-on experience with Active Directory (user account management), MFA support, and browser/access troubleshooting
Experience using a ticketing system (ServiceNow preferred)
Strong documentation and organizational skills
Must maintain a quiet, distraction-free working environment
Must have a stable and reliable high-speed internet connection
Must have a dedicated workspace suitable for handling calls
Must have a second monitor to support productivity and multitasking
Strong English speaking and writing skills required
Proper spelling and grammar required in all communications
Must communicate clearly and professionally via phone and email
Must demonstrate consistent, reliable attendance
Must be on time and ready to take calls at shift start
Must remain productive and available throughout assigned hours

Nice To Haves

Experience supporting secure portals or regulated environments
Familiarity with ITIL-based support practices
CompTIA A+ or similar certification

Responsibilities

Answer incoming phone calls in a timely manner and provide high-quality customer service
Respond to incoming emails promptly and professionally
Create and update tickets in ServiceNow for all user interactions
Ensure all tickets contain complete, accurate, and well-written documentation
Review Knowledge Base articles and system updates to remain current on processes
Resolve issues related to BankNet system functionality supporting regulatory activities
Support BankNet Agents, Auditors, and bank personnel with user access, registration approvals, and account management
Provide support for OCC applications available through BankNet, including secure messaging
Guide new users through registration and onboarding steps
Assist users with reporting computer security incidents submitted through BankNet within required timeframes (e.g., 36-hour reporting requirement)
Troubleshoot sign-in and authentication issues, including multi-factor authentication (MFA)
Maintain SLA adherence; failure to meet response and resolution timelines may be addressed as a performance issue
Perform proper escalation procedures with sufficient documentation
Support Active Directory account management (add, modify, reset, disable users)
Assist users with multi-factor authentication (MFA) setup and troubleshooting
Troubleshoot browser-related issues (cache, cookies, compatibility)
Support secure access tools and login-related issues (BankNet, secure email)
Perform general web-based and application troubleshooting
Serve as the single point of contact for BankNet users
Act as the customer’s advocate and liaison with internal and escalated support tiers
Coordinate with multiple IT groups involved in the support process
Assign appropriate priority levels to incidents