Tier II Help Desk Technician

ASM Research • Remote,

1d

About The Position

Accenture is seeking an experienced Tier II Help Desk Technician to deliver high-caliber results and client satisfaction in a fast-paced, complex, highly technical project supporting the VA. The position requires experience triaging technical support tickets, strong communication and collaboration skills, and a commitment to helping the VA meet the needs of Veterans and their families. The successful candidate will work closely with other VA projects and report to the Sr. Help Desk Manager.

Requirements

• High school diploma or GED.
• At least 3 years of help desk or service desk experience in a ticketed environment.
• Hands-on ServiceNow or Jira experience working incidents and requests, including triage, assignment, work notes, escalation, and closure.
• Experience meeting SLA response and resolution targets.
• Application-level troubleshooting experience, with documentation clear enough to support Tier 3 escalation.
• Strong communication and collaboration skills.

Nice To Haves

• Associate's or bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience supporting Department of Veterans Affairs programs or federal government contracts.
• Knowledge of VA Community Care programs and processes.
• Familiarity with ITIL service management principles.
• Experience creating knowledge base articles and process documentation.
• Prior experience supporting healthcare or government technology environments.

Responsibilities

• Resolve Tier 2 tickets within established SLA response and resolution targets.
• Triage, prioritize, manage, and report on help desk tickets and resolutions in ServiceNow.
• Acknowledge ticket receipt and provide resolution guidance to end users within the response time window.
• Document troubleshooting steps, work notes, and resolutions in ServiceNow so each ticket is complete and auditable.
• Collaborate with the team as needed for assistance.
• Provide input for SOPs and knowledge articles and support other process development.
• Advocate for VA customer stakeholders and Veterans who benefit from the solution.
• Interact effectively and professionally with clients, stakeholders, partners, subcontractors, and vendors as a company representative.
• Perform other duties as assigned by project leadership.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED