Job Description

What we are looking for:
Tripoint Solutions is seeking a Tier I Helpdesk Technician to join our team.


The Service Desk is open from 6:00am to 5:00pm (8 hour shifts- hours are flexible) Monday through Friday.


The successful candidate will provide support via phone, email, and remote desktop for a US Army Corps of Engineers (USACE) IT system. You will serve as the first point of contact for thousands of military and civilian end users accessing mission-critical applications.


Location: Remote Must be located in Mississippi


The successful candidate will be accountable to:

• 
  Acting as initial point of contact via phone and email for all 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
• 
  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
• 
  Collaborating closely with members of the IT team to ensure successful completion of requests for assistance.
• 
  Performing other duties as assigned

What you bring:
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
• Ability to build rapport with team members and end users
• Ability to manage time and adapt to changing priorities
• Proficiency with ticketing system

Preferred:

• Experience using ServiceNow
• Experience working with federal end-users

Clearance Requirements:
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for potential access to classified information. Accordingly, US Citizenship is required. What we offer:
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\xe2\x80\x94making 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\xe2\x80\x94for 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 (company pays 100% of Vision and Dental premiums)
• 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), accruing with each year of service, up to 20 days, plus 11 paid holidays
• 401(k) Retirement Plan - No waiting period to contribute and company makes 3% contribution of eligible pay in addition to annual profit-sharing contribution option
• 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

COVID-19 Related Information
Tripoint Solutions does not have a vaccination mandate applicable to all employees. However, to protect the health and safety of its employees and to comply with customer requirements, Tripoint Solutions may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements. Furthermore, remote work arrangements are subject to change based on customer site requirements.

Tripoint Solutions is an Equal Opportunity Employer/Veterans/Disabled