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Tier II Help Desk Technician

2 months ago

Falls Church, United States Cognosante Full time
Security Clearance required:
Secret

Do you want to make a difference?
Cognosante employees are passionate about improving people's lives. With an innovative mindset and an unwavering commitment to those we serve, we partner with healthcare, civilian and defense agencies to deliver exceptional public services and programs. Our multi-faceted technology and customer experience (CX) solutions achieve program outcomes, solve critical challenges and create meaningful change. Whether we are helping Veterans access healthcare faster, ensuring that members of the military complete their missions safely, or helping people obtain health insurance, our work touches millions of people. Are you ready to make a difference?

Come Join Our Team
Cognosante provides services in support of the Military OneSource Program for military members and their families, similar to a commercial Employee Assistance Program (EAP). This program provides a broad array of information, resources, referrals, and counseling to about 4.7 million persons or "participants," which includes military service members, their families, and eligible civilians at locations worldwide. Services are provided through a 24/7 contact center accessible via internet website, toll free telephone, secure real-time text/video chat, email, or postal mail and include non-medical counseling; financial counseling; tax assistance; spouse education and career information; adoption information; child care; Exceptional Family Member Programs (EFMPs); deployment support; disability information; elder care; educational services for adults, children, and youth; relocation services; pet care; health and wellness coaching; housing assistance; legal service referrals; single service member services; lodging; military benefits; relationship support; skill building services for parenting; spouse relocation and transition; peer-to-peer support; and support for everyday issues (e.g., locating a plumber or automobile mechanic).

What is the position?
Military OneSource Tier II Help Desk Technicians provide technical troubleshooting and assistance to Military OneSource program users for the program's cloud computing environment, desktop applications, and cloud-based telephony client, resolving support requests while meeting customer satisfaction and continuous service delivery demands.

What will I get to do?

Specific responsibilities of this position include, but are not limited to:

  • Assists users with any logged IT-related incident when called upon.
  • Responsible for taking ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible, usually by remote diagnosis on the phone or via Internet online support.
  • When necessary, elevates issue to the appropriate Tier III resources for cloud computing or cloud-based telephony support.
  • Maintains excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.


What qualifications do I need?

Qualifications required for this position include:
  • US Citizen and fluent English speaker
  • Current, active DoD Secret Security Clearance
  • Bachelor's degree and 1 - 4 years of experience providing computer/network user support in a help desk environment (additional 4 years of work experience may be considered in lieu of Bachelor's degree)
  • Excellent customer service and communications skills
  • Solid working knowledge of standard computer software (Microsoft Office business suite to include Outlook, Word, Excel, PowerPoint, and Project)
What additional characteristics will help me thrive?

Possession of one or more of the following certifications is highly desirable:
  • ITIL Foundation
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • AWS Cloud Practitioner
  • CompTIA A+
  • CompTIA Cloud+
What We Offer

Our mission is to provide comprehensive and competitive pay, benefits, services, and programs to eligible employees and their dependents that:
  • Ensure optimal health and productivity of our employees
  • Support employee retention and attraction
  • Provide work/life balance to ensure our employees succeed inside and outside of the office


Compensation

$25.42 - $38.13

The pay range for this job is determined by various factors, including but not necessarily limited to location, responsibilities of the job, and alignment with market data. When determining a salary for this role, the following factors may be taken into consideration - contract-specific affordability, education, knowledge, skills, competencies and experience. The estimate displayed represents the salary range for this position and is just one component of Cognosante's total compensation package for employees. It is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee.

Cognosante will not provide sponsorship for employment-based immigration benefits for this position.

What We Promise

Cognosante employees are inspired by our bold mission to improve lives. To achieve this mission, we put our people first. No matter where they're located around the nation, our innovative workplaces enable individuals to apply their skills and experience to work toward a greater good.

We foster a winning culture of solution creators built on innovation, collaboration, flexibility, and work-life balance. And we invest in the next generation of diverse talent to foster an inclusive, progressive, adaptable workplace that prioritizes advancement for all. As an affirmative action employer, we are committed to equal opportunity regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Your safety during your job search is important. Recruiting communications will always be sent through one of the following corporate domain emails (@cognosante.com or @accurate.com).

We will never send communications through any other domain, including @cognosantecareers.com, @gmail.com or @yahoo.com). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at jobs@cognosante.com