Help Desk Support Technician

Job Summary

Supporting the Veterans Benefits Management System remotely, the full-time Help Desk Customer Service Technician will manage escalated tickets from the Enterprise Service Desk, assist all VBMS users, and troubleshoot application and PC issues.

Key responsibilities

• Analyze and resolve application problems or escalate to Tier 2 as needed
• Participate in daily operational calls to discuss high-profile issues and updates
• Diagnose and troubleshoot PC setup, browser optimization, and network problems using remote technology tools

Required qualifications

• High School Diploma
• 3+ years of experience in IT support
• Working knowledge of web-based applications and data access mechanisms
• Experience with enterprise-level applications and database management tools
• Familiarity with the ServiceNow ticket system