Remote Tier 2 Service Desk Analyst - VA Support

Triumph Enterprises, Inc.; United States; Remote; USD 52,000 - 76,000; Full time

Job summary

Triumph Enterprises, Inc. is seeking a Tier 2 Service Desk Analyst to join our VA Office of Information and Technology support team. You will handle escalated tickets, guide users, and ensure timely closure, across a remote US-wide deployment.

This role requires strong communication, 2+ years in help desk, ServiceNow experience, and the ability to work shifts 6:30 am to 12:30 am ET, Monday through Saturday. A high school diploma is required and a VA background check is expected.

Qualifications

• Must read, write, speak and understand English.
• Able to obtain VA Tier 2 / Moderate Risk background investigation.
• 2+ years of Tier 1 or Tier 2 help desk experience.
• Clear written and spoken communication with non-technical users.
• Available for assigned shifts between 6:30 am and 12:30 am ET, Monday-Saturday.
• High school diploma or equivalent.

Responsibilities

• Review tickets escalated from the VA Enterprise Service Desk in ServiceNow and respond within the SLA.
• Contact users, gather details and screenshots, set severity, and provide resolution or workarounds.
• Escalate to Tier 3 and Tier 4 teams and keep the user updated until resolution.
• Keep the C&P issues log and metrics current; support post-release ticket summaries three times a day for 72 hours after each release.
• Support Sunday deployment testing as scheduled.

Skills

English proficiency

Clear written and verbal communication

Ticketing system experience

Flexible shifts

Reading and writing in English

Education

High school diploma or equivalent

Tools

ServiceNow

Job description

Triumph Enterprises, Inc. is seeking a Tier 2 Service Desk Analyst to join our VA Office of Information and Technology support team. You will handle escalated tickets, guide users, and ensure timely closure, across a remote US-wide deployment.

This role requires strong communication, 2+ years in help desk, ServiceNow experience, and the ability to work shifts 6:30 am to 12:30 am ET, Monday through Saturday. A high school diploma is required and a VA background check is expected.