Tier 2 Help Desk Customer Service Engineer

Summary

Join PingWind as a Tier 2 Help Desk Customer Service Engineer, supporting the Department of Veterans Affairs' Talent Management System (TMS) and Emergency Alerting and Accountability System (EAAS). You will handle escalated tickets, troubleshoot application issues, and maintain data accuracy within TMS and related systems. This role requires 5+ years of experience and a working knowledge of web-based applications, databases, and SQL. Preferred qualifications include strong communication skills and experience with change management. PingWind offers competitive benefits, including paid time off, various insurance plans, and a 401k with employer matching.

Requirements

• Working knowledge of web-based applications and data access mechanisms
• Database management and administration tools experience
• Working knowledge of Structured Query Language (SQL)
• Experience with enterprise level applications and Learning Management Systems
• Maintain confidentiality of information processed or prepared
• Specialized training in system configuration
• Content integration
• ITIL experience
• ServiceNow ticket system
• 5+ years experience
• Requires Public Trust Clearance. Must be a U.S. citizen or permanent resident and be eligible for this clearance

Responsibilities

• Analyze application problems, document, and escalate to Tier 3 or vendor, track issues, test fixes, and update status on SharePoint
• Engage in daily operational calls with stakeholders to review high-profile issues, updates, and new concerns
• Merge accounts and correct TMS roles based on data provided by the Operation Maintenance Database Administrator
• Correct job location codes, update the mapping table with new organization codes, and ensure accurate location descriptions
• Maintain the accuracy of Points of Contact (POCs) for each domain using the VA’s TMS Local Admin Interactive Map
• Monitor report submission success rates, investigate drops, and resolve issues
• Support TMS administrators in obtaining necessary reports
• Participate in software upgrade testing, perform scripted and smoke tests, and collaborate on 508 compliance testing
• Review, test, and provide feedback on high-profile courses updated annually
• Assist TMS administrators with access and Profile Maintenance
• Diagnose and troubleshoot issues related to PC settings, browser optimization, access issues and network problems using remote technology tools
• Utilize the ANR tool to identify service disruptions affecting TMS
• Use the ServiceNow ticket system to track and manage issues from inception to resolution

Preferred Qualifications

• Demonstrated success in working with people in establishing goals, objectives and change management plans
• Strong communication and collaboration skills
• Experience/training in providing technical support
• Perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time sensitive deadlines
• Perform multiple tasks simultaneously, including handling interruptions, and return to and complete tasks in a timely manner
• Demonstrate integrity, ingenuity and inventiveness in the performance of assigned tasks
• Ability to easily adapt to and learn new technologies
• Perform duties and responsibilities independently
• Ability to coordinate, research, and analyze special projects/reports
• Establish and maintain effective working relationships
• Ability to perform duties with awareness of all requirements and company policies
• Must possess positive, professional, interpersonal skills
• Associate’s degree in Information Technology, MIS, or a related field is preferred. Degrees may be substituted for 5 years of experience

Benefits

• Eleven Paid Federal Holidays
• Paid Time Off starting at 5 hours per pay period (120 hours per year)
• Paid Parental Leave
• Three Medical Plans, PPO Dental, and Vision Insurance
• 401k with generous employer match
• 529 College Savings Plan
• Continuing education assistance
• Company-paid Short-Term Disability, Long-Term Disability & Life Insurance/AD&D
• Flexible Spending Accounts
• Health and Wellness benefits including Calm Health app subscription and Wellhub gym membership subsidy
• Voluntary insurance plans including Critical Illness, Hospital Indemnity, Legal, Life/AD&D, and Pet Insurance