Tier 2 - Service Desk Technician (BankNet)
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
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
Benefits
- Medical, Vision, and Dental Insurance
- 401-K plus match
- Paid Vacation Days
- Paid Holidays
- Short Term and Long-Term Disability
- Voluntary Term Life
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
