Tista Science and Technology Corporation

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Senior Help Desk Technician

Job ID 2025-5523
Job Locations US-Remote-United States

Overview

TISTA Science and Technology Corporation is currently seeking a Senior Help Desk Technician to be the go-to expert for resolving escalated technical issues, managing help desk operations, and ensuring exceptional service delivery. This role requires a proactive problem-solver who can diagnose complex problems, provide guidance to junior technicians, and maintain system integrity across all platforms.

 

TISTA associates enjoy above Industry Healthcare Benefits, Remote Working Options, Paid Time Off, Training/Certification opportunities, Healthcare Savings Account & Flexible Savings Account, Paid Life Insurance, Short-term & Long-term Disability, 401K Match, Tuition Reimbursement, Employee Assistance Program, Paid Holidays, Military Leave, and much more!

 

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Responsibilities

  • Provide advanced troubleshooting for product related issues.
  • Assist in completion of Tier 1 and Tier 2 tickets.
  • Mentor and train junior help desk staff to enhance team capabilities.
  • Manage and prioritize incoming service tickets, ensuring timely resolution and customer satisfaction.
  • Collaborate with other team members to implement and maintain product improvements.
  • Create and update documentation for help desk processes, solutions, and FAQs.
  • Monitor system performance and proactively address potential issues.
  • Ensure compliance with company IT policies, security standards, and best practices.
  • Participate in on-call rotation and provide after-hours support when needed.

Qualifications

  • Minimum of 5 years in a help desk or IT support role, with at least 2 years of experience supporting Tier 2 tickets.
  • Proficiency in Windows
  • Experience with Active Directory, Office 365, and enterprise-level ticketing systems.
  • Familiarity with ITIL processes and frameworks is a plus.
  • Self-motivated and able to appropriately manage time in a remote setting.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal abilities.
  • Ability to manage multiple priorities in a fast-paced environment.
  • A proactive approach to learning and adopting new technologies.
  • Commitment to delivering outstanding customer service.

Education:

  • Associate or Bachelor’s degree in Information Technology, or a related field (or equivalent experience).

Certifications:

  • CompTIA A+, Network+, or equivalent certifications preferred.

 

Clearance:  

  • The ability to obtain a government moderate background security clearance. 

Location:

  • Remote, USA

Pay Range:

  • The pay for this position ranges from $45,500 to $55,000
  • The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and location.
  • Also, certain positions are eligible for additional forms of compensation, such as bonuses.
  • TISTA associates are eligible to participate in our comprehensive benefits plan! More information can be found here: https://tistatech.com/working-at-tista/

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TISTA Science and Technology Corporation, a CMMI Maturity Level 3 company, focuses on delivering information technology and professional services to Federal and State agencies. TISTA is recognized in 2019 by Inc. 5000 as one of the fastest-growing private companies in the US. TISTA is also a recipient of 2019 Top Veteran-Owned Companies by the Washington Business Journal. TISTA also received a 2018 Moxie Award in the GovCon category.

Here at TISTA Science and Technology, we value Veterans and encourage all to apply!
#thinktista #tistacares #tistavaluesvets

Employment Transparency:
TISTA is an Equal Opportunity/Affirmative Action Employer and embraces diversity in our employee population. It is the policy of TISTA to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or genetic information. TISTA will refrain from discharging, or otherwise discriminating against, employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants.

The EEO is the Law poster is available here, and the poster supplement is available here.
The Pay Transparency Policy is available here.

Tista is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation due to a disability for any part of the employment process, please send an e-mail to recruiting@tistatech.com or call (301) 968-3420 and let us know the nature of your request and your contact information.

TISTA is a federal contractor and is subject to the federal contractor COVID requirements under the new FAR/DFARS clauses and must comply with the incorporated Guidance.

If the candidate is hired to perform work on or in connection with one of TISTA’s federal contracts, TISTA is contractually obligated to ask the candidate to verify and show proof of vaccination status and the candidate will be required to comply with mask and social distancing requirements imposed by the FAR/DFARS as well as any additional requirements imposed by TISTA’s customers for any required onsite work.