Perform daily activities that are vital to the operation and support of Veteran Affairs for a new system
Act as the primary support contact, responsible for troubleshooting, documenting, and resolving technical issues related to the new software/hardware
Facilitate user adoption by conducting training, writing documentation, and ensuring system uptime through prompt, professional, and courteous technical support
Resolution of help desk tickets received from the end users
Interacting with end users in a professional manner
Escalation of issues to VA (Veteran Affairs) stakeholders
Development, review, and maintenance of help desk process, knowledge artifacts, and other documentation
Collaboration across entire project team functional areas to ensure help desk is in alignment with the evolving product as new features are developed and released
Generate help desk reports, maintaining content on SharePoint sites, and end user/help desk training session planning and coordination
Work directly with the Project Manager, developers, Office of Information & Technology, and other government staff to maintain daily operations
Create reports from gathered and logged metrics for content requests, Customer Service support, and/or web analytics
Manage and track the suspended-user process
Provide support from 7 a.m. – 4 p.m. (Eastern Time) Mondays through Fridays except for Federal Holidays

Requirements

Bachelor's degree with 2 - 5 years (or commensurate experience)
Proficiency in MS Word, Excel, and PowerPoint
Organized, self-directed, and able to work with minimal supervision
Strong understanding of help desk and ticketing system (ServiceNow)
Strong communication skills for professional interactions with end users and stakeholders
Customer-centric approach to resolve issues efficiently while maintaining user satisfaction
Ability to work with cross-functional teams, including project managers, developers, and IT staff
Dependability for providing support during designated hours, ensuring timely response and resolution
Minimum of 2 years of experience supporting public-facing helpdesk or equivalent

Benefits

Employee Assistance Program (EAP)
Corporate Discounts
Learning & Development platform, to include certification preparation content
Training, Education and Certification Assistance*
Referral Bonus Program
Internal Mobility Program
Pet Insurance
Flexible Work Environment

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

help desk supporttroubleshootingdocumentationticketing systemServiceNowreport generationweb analyticsuser adoption trainingknowledge managementcustomer service support

Soft Skills

organizedself-directedstrong communicationcustomer-centricdependabilityprofessional interactioncollaborationproblem-solvingtime managementadaptability