MyVA Support (MYVAS)

IT Support

• Provide advanced technical support and remote troubleshooting for network, hardware, and software issues.
• Manage, monitor, and optimize servers, user accounts, and security settings in Microsoft 365, Google Workspace, and cloud environments.
• Administer, configure, and maintain IT systems, backups, and disaster recovery processes.
• Design and implement infrastructure improvements to enhance performance, security, and scalability.
• Configure and support networking components (firewalls, VPNs, VLANs, routing).
• Support automation and integration of IT systems using tools like Zoho, Monday, or similar platforms.
• Lead or assist in incident response efforts, including security-related events and high-priority outages.
• Document procedures, configurations, and technical environments accurately.
• Assist with onboarding and access management across multiple client accounts.
• Escalate critical incidents to the Head of IT when necessary while maintaining ownership and follow-up.
• Proactively identify opportunities to improve workflows, reliability, and security standards.
• Ensure compliance with security and data protection best practices across all environments.

Senior IT Engineer

System Administrator

• Resolve escalated technical issues related to systems, networks, and cloud platforms.
• Manage and support Microsoft 365 and cloud environments (user accounts, permissions, configurations).
• Administer Windows and Mac environments across multiple client accounts.
• Configure and maintain networking components (firewalls, VPNs, Wi-Fi, VLANs).
• Monitor systems using RMM tools and respond to alerts proactively.
• Manage backups and assist in disaster recovery procedures.
• Maintain endpoint security tools and ensure patch compliance.
• Support onboarding and offboarding of users (account setup, access control).
• Document technical procedures and system configurations accurately.
• Escalate complex or architectural decisions to the Senior Engineer when necessary.
• Contribute to workflow automation and system improvements when applicable.

IT Systems Administrator, Tier 2

Sales Development Rep

• Execute cold calling and outbound outreach across approved channels.
• Qualify leads, conduct discovery calls, and assess service/brand fit.
• Manage the sales pipeline in the CRM, ensuring accurate tracking and follow-up.
• Handle objections using approved sales messaging and scripts.
• Execute and optimize lead follow-up and nurture sequences (manual + automated).
• Support funnel performance through segmentation, timing, and messaging improvements.
• Track and report key KPIs (calls, bookings, show rate, pipeline value).
• Provide feedback on buyer behavior, objections, and market trends to improve conversion.

Sales Development Representative

Insurance

• Handle the full billing process up to claim submission
• Prepare and submit corrected claims when errors are identified
• Manage appeals, including online submissions and manual or mail-based appeals
• Communicate with U.S. insurance companies to resolve claim issues, denials, or process changes
• Communicate with patients only for insurance-related matters
• Work with multiple insurance companies, adapting to different billing rules and processes
• Maintain accurate documentation and updates within billing systems and shared records
• Follow internal workflows and documentation provided by the client and MyVA Support

Senior IT Engineer

IT Systems Administrator, Tier 2

Sales Development Representative

Billing & Insurance Claims Assistant