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Public Trust

Do you want to make a difference?

Cognosante employees are passionate about improving people’s lives. With an innovative mindset and an unwavering commitment to those we serve, we partner with healthcare, civilian and defense agencies to deliver exceptional public services and programs. Our multi-faceted technology and customer experience (CX) solutions achieve program outcomes, solve critical challenges and create meaningful change. Whether we are helping Veterans access healthcare faster, ensuring that members of the military complete their missions safely, or helping people obtain health insurance, our work touches millions of people. Are you ready to make a difference?

Come Join Our Team

As a remote Tier 2 Helpdesk Specialist, you will work in a dynamic environment supporting a medium technical team for the Veterans Administration. Leveraging your strong IT support skills, you will apply your technical abilities and provide excellent customer service for several applications.

What is the position?

The successful candidate will be responsible for providing Tier 2 advanced technical assistance to Veterans Administration end users for several applications, resolving complex issues efficiently, and maintaining high levels of customer satisfaction.

What will I get to do?

• Advanced Technical Support: Address all Tier 2 tickets in a timely, efficient, and proactive manner. Provide escalated technical support to end-users, addressing complex hardware, software, and network issues that Tier 1 technicians cannot resolve. This may involve troubleshooting system errors, diagnosing network connectivity issues, and resolving software conflicts.

• Issue Resolution: Triage, prioritize, manage, and report on help desk tickets and resolutions. Diagnose and resolve technical problems efficiently to minimize downtime and ensure business continuity. This may include troubleshooting operating system errors, resolving software conflicts, and addressing hardware malfunctions.

• Escalation Point: Collaborate across the team as needed for assistance. Serve as a point of escalation for Tier 1 technicians, providing guidance and assistance with more challenging technical issues.

• Customer Communication: Provide resolution guidance to the end user(s) within the response time window and provide acknowledgement regarding incidents to the end users. Deliver timely, prompt assistance to end users when requested. Communicate effectively with end users to gather information about technical issues, explain solutions in non-technical terms, and provide status updates on ongoing support tickets. Ensure high levels of customer satisfaction by delivering timely and courteous service by providing acknowledgement regarding the tickets to the end users.

What qualifications do I need?

• Bachelor’s Degree in IT, Computer Information Systems, Networking, or any other related field

• 5+ years of relevant work experience

• 2 years associate (must be in an IT related field) with 7 years experience

• Able to quickly respond to end user requests for assistance when existing manuals and scripted responses are not sufficient to meet user needs

• An equivalent combination of education, experience and/or applicable military experience will be considered

• Must be able to interact with customers, diagnose problems, and lead customers through the necessary steps to correct their issues

• Ability to multi-task and quickly adapt to changing priorities

• Outstanding written and verbal communication skills

• Solid interpersonal skills and demonstrable team building skills

• Self-starter that can work under general direction in a highly collaborative, team-based environment

• Knowledge of various desktop software packages (Adobe, Microsoft, Apple, etc.), and basic coding and programming skills

• Intermediate knowledge of an enterprise environment, (Domain, VLANs, network infrastructure, utilization of web portals, Service Desk systems, Hardware Inventory, VPN, etc.)

• Must be comfortable representing and communicating with internal and external customers as a liaison for the Help Desk team, strong customer service, interpersonal and communication skills

• Ability to interact and communicate with all levels of personnel and management and be able to effectively perform assigned duties in a collaborative environment

• Level 2 or higher Help Desk support with firsthand experience

• Ability to obtain a Public Trust Clearance

What additional characteristics will help me thrive?

• Technical Proficiency: Strong knowledge of operating systems (e.g., Windows, macOS, Linux) . Proficiency in troubleshooting hardware, software, and network issues. Familiarity with Active Directory, Exchange, Office 365, and Microsoft D365. Understanding of networking concepts.

• Problem-Solving Skills: Ability to analyze complex technical problems, identify root causes, and develop effective solutions. Aptitude for troubleshooting technical issues systematically and methodically. Capacity to adapt to new technologies and resolve unfamiliar problems.

• Documentation and Organization: Strong organizational skills with attention to detail. Ability to document support interactions, troubleshooting steps, and resolution accurately. Proficiency in using ticketing systems (ServiceNow) and maintaining detailed records of support activities.

• Time Management and Prioritization: Ability to manage multiple tasks, prioritize workload, and meet deadlines in a fast-paced environment. Capacity to triage and prioritize support tickets based on urgency, impact, and business needs. Aptitude for balancing reactive support tasks with proactive maintenance and improvement initiatives.

• Continuous Improvement and Professional Development: Commitment to staying updated with emerging technologies, industry trends, and best practices with a willingness to pursue relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Solutions Associate) and professional development opportunities to include an eagerness to expand technical skills and knowledge to enhance job performance.

What We Offer  

Our mission is to provide comprehensive and competitive pay, benefits, services, and programs to eligible employees and their dependents that: 

• Ensure optimal health and productivity of our employees  

• Support employee retention and attraction 

• Provide work/life balance to ensure our employees succeed inside and outside of the office 

Compensation

$35.79 - $57.26

The pay range for this job is determined by various factors, including but not necessarily limited to location, responsibilities of the job, and alignment with market data. When determining a salary for this role, the following factors may be taken into consideration - contract-specific affordability, education, knowledge, skills, competencies and experience. The estimate displayed represents the salary range for this position and is just one component of Cognosante’s total compensation package for employees. It is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee.

Cognosante will not provide sponsorship for employment-based immigration benefits for this position.

What We Promise  

Cognosante employees are inspired by our bold mission to improve lives. To achieve this mission, we put our people first. No matter where they're located around the nation, our innovative workplaces enable individuals to apply their skills and experience to work toward a greater good.

We foster a winning culture of solution creators built on innovation, collaboration, flexibility, and work-life balance. And we invest in the next generation of diverse talent to foster an inclusive, progressive, adaptable workplace that prioritizes advancement for all. As an affirmative action employer, we are committed to equal opportunity regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.  

Your safety during your job search is important. Recruiting communications will always be sent through one of the following corporate domain emails (@cognosante.com or @accurate.com).

We will never send communications through any other domain, including @cognosantecareers.com, @gmail.com or @yahoo.com). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at jobs@cognosante.com

At Cognosante, we innovate with purpose. Each day, we create meaningful change by delivering mission-driven solutions for healthcare, civilian, and defense government agencies. When you work at Cognosante, you’ll apply your talents and grow your career with an organization that believes in the missions of our customers – and the right every employee has to an inclusive, flexible, and collaborative workplace. Work with us, and you’ll be challenged and supported—and have the platform to elevate your career to wherever your professional aspirations lead.​

Get to know Cognosante employees

• We’re driven by our customers’ missions, and measure success by how we improve lives.

• We believe innovative solutions start with an innovative culture.

• We believe customer understanding is the key to creating innovative solutions.

• We know we are stronger together, and we value the diversity of our people.

• We believe growth should be a core job benefit.

Like many other companies, Cognosante has been targeted by scammers making fraudulent job offers to potential candidates. As shared on our company website (https://cognosante.com/careers/) , communications from Cognosante recruiting are only sent with an official corporate domain email (e.g., @cognosante.com) and not a commercial domain e-mail (e.g., @gmail.com or @yahoo.com)). We will never request payment from an applicant, nor will we send payment to an applicant, prior to that individual’s start date.

We want to recommend a couple of ways that you can report this incident and take action against these scams:

-The FBI: File a Complaint (https://www.ic3.gov/Home/FileComplaint)

-The FTC: Report Fraud (https://reportfraud.ftc.gov/#/)

Also, if you're not sure where to report the scam, you can find some guidance here: Where to report scams | USAGov (https://www.usa.gov/where-report-scams) .