Job Information Tier 2 Help Desk Company Information
Company AFMS Inc
Contact Name
Contact Email
Since 01/01/2004
Job Information
Job Type Full-Time
Category Customer Service
Sub Category
Shift Morning
Posted 08/27/2015
Minimum Education High School
Degree Title
Minimum Experience 3 Year
Work Permit
Required Travel
Job Status
Job Status Interviewing
Start Publishing 06/12/2017
No of Jobs 1
Stop Publishing 07/12/2017
[Houston,United States ]

This  position where second line analysis and troubleshooting for application specific issues that are reported to the service desk.

•  Resolve Tier 2 level application system inquires, requests and incidents by:

    •  Clarifying the initial request or incident

    •  Determining the issue to be resolved

    •  Researching solutions for the root cause

    •  Escalating for quick resolution turnaround

    •  Following up as appropriate to confirm resolution

    •  Documenting resolution activities in trouble ticket tracking system and knowledge management

•  Effectively transfer cases to other support groups and escalate to the next appropriate tier level

•  Efficiently handle high volume ticket queue by supporting 50-100 tickets on a daily basis

•  Actively participate in weekly team meetings

•  Facilitate all meetings such as but not limited to the Pre-Scrum, Scrum, Validation, Weekly Live Meeting, USB, Weekly Ticket Tag Up, Weekly Implementation Call on a Rotation Basis.

•  Responsible for preparing accurate documentation and responding to action items in a timely manner

•  Subject Matter Expert for the application, functional user roles and service desk processes and procedures

•  Responsible for preparing gap analysis before and after application changes including hardware and software

•  Complete other duties as assigned


Essential Functions:

•  Ability to support a fast paced and agile learning environment

•  Ability to demonstrate excellent communication skills, both verbal and written to support incoming customer support calls and emails

•  Responsible for handling varied customer requests, incidents, and problems with regards to the Veterans Benefits Management System (VBMS) application

•  Ability to exercise discretion and independent judgment when handling situational occurrences

•  Analyzes and recommends alternative solutions to meet customer needs

•  Builds customer service and relationship building skills to promptly respond to customer needs

•  Identifies areas of opportunity to improve customer satisfaction



•  Requires Education High school diploma or in lieu of education, 3-5 years experience.  Minimum experience for this position is 1-3 in Help Desk

•  Proven experience in ongoing support of client specific application systems

•  Experience and ability to export and manipulate data to create and support reports

•  Experience using ticketing software such as Remedy or Altiris with a thorough understanding of ITIL best practices

•  Experience supporting intermediate level Microsoft Office core applications, Microsoft Internet Explorer, Microsoft SharePoint, Java and Acrobat Adobe

•  Physical requirements lifting and/or pulling up to 40lbs, sitting, bending and standing 

•  The equipment used in this position includes but is not limited to; computers, servers and network devices

•  Ability to pass government security clearance

•  Availability to travel if necessary


Preferred Skills