Helpdesk Technician Lead

Tripoint Solutions is seeking a Helpdesk Technician Lead to join our team.

Location Remote. The selected candidate must be currently located in, or willing to relocate to, a state supported by Tripoint Solutions corporate offices AL, CO, DC, DE, FL, GA, IL, IN, LA, MD, MI, MN, MS, NC, NJ, PA, SC, TN, TX, or VA.

The successful candidate will be accountable to

• Acting as initial point of contact via phone and email for all technical inquiries and requests for service
• Providing resolution to basic or moderately complex incidents or requests during the first contact
• Utilizing the ticketing system to intake, prioritize, and monitor resolution of incidents or track projects and inventory
• Maintaining documentation for problem resolutions and procedures
• Maintaining compliance with standard operating procedures (SOPs) regarding ticket closure, escalation, and status
• Reassigning/escalating requests to the appropriate IT team member or other support level, as SLAs or issues warrant
• Effectively communicating with all parties involved
• Ensuring timely acknowledgement and resolution of technology support requests
• Installing, monitoring, troubleshooting, replacing, and supporting end-user devices and peripherals, including but not limited to VTCs, VOIP and mobile phones, print queues, networks (LAN/WAN), data storage systems, Active Directory, and third-party software
• Utilizing remote access control software (DameWare)
• Providing support to Cisco Anyconnect users
• Performing account and permission/access administration tasks (Active Directory, in-house and third-party software or web applications)
• Collaborating closely with members of the IT team to ensure successful completion of technology requests.
• Performing other duties as assigned
  
  
  

Experience, Education & Training

• Diploma / GED
• Minimum 1 (one) year of relevant enterprise helpdesk experience
• Ability to effectively communicate complex information
• Excellent writing skills
• Technical knowledge to troubleshoot basic incidents impacting Windows, MS Office apps, workstations, and networks
• Ability to build rapport with team members and end users
• Ability to manage time and adapt to changing priorities
• Proficiency with ticketing system
  
  
  

Preferred

• Bachelor's degree
• Knowledge of VTC components
• Experience using ServiceNow
• Experience working with federal end-users
• CompTIA Sec+ or equivalent DOD 8570 IAT Level I certification
  
  
  

Clearance Requirements

An Active Secret Clearance is required for this role.

About Tripoint Solutions

We are technology innovators, partnered with state-of-the-art providers, such as AWS, ServiceNow, and UiPath, to drive digital transformation in the federal space. TPS teams are bringing automation and data science into areas of the government that are crying out for fresh tech—making positive impacts felt by tens of thousands of users, countless citizens, and all six branches of the military each day. Our Agile teams are responsible for envisioning, launching, and operating the massive data systems and analytics platforms used to manage $14.5B in government procurements and $200B in military real estate assets globally. At TPS, we apply the power of cloud technologies to help the government think smarter and function better—for everyone.

TPS Company Values

• We value and respect each employee's dedicated work and unique contributions; as they directly impact who we are and what we do.
• Your talent and innovative thinking bring leading-edge solutions to our customers.
• Our success is driven by the dedication of our employees.
• Employee-generated solutions have sustained our continued success and customer satisfaction
  
  
  

Benefit Offerings

Tripoint Solutions builds flexibility into health benefit plan choices, covers most of the monthly premiums, and helps employees build a career with impact through our generous professional development program.

We offer all full-time employees

• Medical, Dental, Vision benefits with a national provider network
• Flexible Spending and Health Savings Accounts (FSA & HSA)
• Company-paid Life and Disability insurance including Short-Term, Long-Term, and Accidental
• Paid-time off (PTO)
• 11 paid holidays
• 401(k) Retirement Plan
• Eligibility to receive impact bonuses each quarter
• Referral Program
• Professional Development Reimbursement Program to pursue undergraduate, graduate, training, and certifications
• Monthly transportation, parking, and cell phone service reimbursement
  
  
  

Tripoint Solutions is an Equal Opportunity Employer/Veterans/Disabled