Technical Support Specialist

Job Summary

Serving as the first line of support for the VA.gov Platform team, the remote Tier 1 Support Specialist will manage support requests, troubleshoot common issues, and document incidents to ensure the platform remains stable and accessible for Veterans and their families.

Key responsibilities

• Serve as the first point of contact for support requests via ticketing system, email, or chat
• Troubleshoot and resolve common issues related to account access and site functionality
• Document incidents and communicate updates to stakeholders while escalating complex issues as necessary

Required qualifications

• Experience providing technical support in a fast-paced environment
• Familiarity with ticketing systems such as Jira, ServiceNow, or Zendesk
• Ability to explain technical issues clearly to non-technical users
• Bachelor's Degree
• Authorized to work in the United States and able to obtain a federal background investigation if required