Tier 2 Service Desk Technician (BankNet)

About Us:

Totally Joined For Achieving Collaborative Techniques (TJFACT) is a minority owned CVE verified Service Disabled Veteran Owned Small Business (SDVOSB) performance driven professional services government contracting company that provides a broad spectrum of services and solutions to the U.S government agencies and organizations.

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 24 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.

Duties and 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

Core Technical Responsibilities:

• 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

Technical Knowledge (Working Knowledge Required):

• Mobile Devices: Working knowledge of configuring and supporting laptops smartphones and tablets including connectivity applications and basic synchronization
• Networking: Basic understanding of TCP/UDP common protocols network devices and wired/wireless connectivity troubleshooting
• Hardware: Familiarity with computer components peripherals cables/connectors and basic device installation and configuration
• Virtualization & Cloud: General awareness of cloud computing concepts and client-side virtualization
• Hardware/Network Troubleshooting: Ability to troubleshoot common hardware mobile device printer display and network issues using standard methodologies
• Operating Systems: Working knowledge of Windows OS (configuration tools basic command line) with general familiarity of Mac and Linux environments
• Security: Basic understanding of security concepts including MFA malware prevention user access controls and common threats
• Software Troubleshooting: Ability to troubleshoot Windows OS applications and basic security-related issues

Operational Responsibilities:

• Serve as the single point of contact for BankNet users
• Act as the customers 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

Accountability & Expectations:

• Ticket Discipline
  • All work must be tracked through ticketing
  • If it is not documented it did not happen
  • Tickets must be accurate detailed and professional
• Attendance & Timeliness
  • 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
  • Repeated lateness or unplanned absences will be treated as a performance issue
• Remote Work Requirements
  • 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
• Communication Standards
  • Strong English speaking and writing skills required
  • Proper spelling and grammar required in all communications
  • Must communicate clearly and professionally via phone and email
• Professional Presence & Teamwork
  • Maintain a professional and respectful demeanor
  • Demonstrate a team-first mindset and willingness to support others
  • Collaborate effectively with peers and escalation teams

Required Skills and Experience

• 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

Preferred Skills and Experience

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

Benefits:

• Medical Vision and Dental Insurance
• 401-K plus match
• Paid Vacation Days
• Paid Holidays
• Short Term and Long-Term Disability
• Voluntary Term Life

TJFACT is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran. We reserve the right to modify or revise the job descriptions in part or in its entirety. Reasonable accommodations will be made in accordance with governing law.

Required Experience:

IC