Tier II Help Desk Technician

Job Description

Accenture is seeking an experienced Tier II Help Desk Technician with a strong track record of delivering high caliber results with high client satisfaction. The successful candidate must be energetic, communicative, intelligent, passionate, and motivated, and will have experience in triaging technical support tickets. Superior communication and collaboration skills are essential to this role. The ideal candidate will have a knowledge of VA and Community Care, as well as ServiceNow. This role requires a passion and commitment to supporting the VA in meeting the needs of our Veterans and their families. The position is fast paced on a complex, highly technical project requiring both hard and soft skills and focused dedication. The role will report to the Sr. Help Desk Manager and will need to work and collaborate closely across other VA projects.

Key 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 every ticket is complete and auditable
• Collaborate across the team as needed for assistance
• Provide input for SOPs and knowledge articles, and support other process development as needed
• Be an advocate for our VA customer stakeholders and the ultimate beneficiaries of our solution, our Nation’s Veterans
• Interact effectively and professionally with clients, stakeholders, partners, subcontractors, and vendors as a representative of the company
• Other duties as assigned by project leadership

Required Qualifications

• High School Diploma or GED required.
• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• 3+ years of help desk or service desk experience in a ticketed environment
• Hands-on ServiceNow/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

Preferred Qualifications

• Experience supporting Department of Veterans Affairs (VA) 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.