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 2–4 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 customer’s 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.