Help Desk Customer Service Technician

Summary

Join PingWind as a Help Desk Customer Service Technician supporting the Veterans Benefits Management System at the Department of Veterans Affairs (VA)! This remote position requires a Public Trust Clearance and assists with escalated tickets from the Enterprise Service Desk (ESD) Tier 1, supporting all VBMS users. You will analyze application problems, troubleshoot PC setups, and optimize browsers. Daily calls with stakeholders are required to review issues and updates. The role uses the ServiceNow ticket system for tracking and management. A High School Diploma and 3+ years of experience are required. PingWind offers competitive benefits.

Requirements

• Working knowledge of web-based applications and data access mechanisms
• Database management and administration tools experience
• Experience with enterprise level applications
• Maintain confidentiality of information processed or prepared
• Specialized training in system configuration
• ITIL experience
• ServiceNow ticket system
• High School Diploma
• 3+ years
• Public Trust Clearance. Must be a U.S. citizen or permanent resident and be eligible for this clearance

Responsibilities

• Application Issue Resolution: Analyze application problems, document, resolve or escalate to Tier
• Daily Calls Participation: Engage in daily operational calls with stakeholders to review high-profile issues, updates, and new concerns
• Troubleshooting PC Setup and Browser Optimization: Diagnose and troubleshoot issues related to PC settings, browser optimization, access issues and network problems using remote technology tools
• Track Efforts with VA Enterprise Service Desk (ESD): Use the ServiceNow ticket system to track and manage issues from inception to resolution

Preferred Qualifications

• Demonstrated success in working with people in establishing goals, objectives and change management plans
• Strong communication and collaboration skills
• Experience providing technical support
• Perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time sensitive deadlines
• Perform multiple tasks simultaneously, including handling interruptions, and return to and complete tasks in a timely manner
• Demonstrate integrity, ingenuity and inventiveness in the performance of assigned tasks
• Ability to easily adapt to and learn new technologies
• Perform duties and responsibilities independently
• Ability to coordinate, research, and analyze special projects/reports
• Establish and maintain effective working relationships
• Ability to perform duties with awareness of all requirements and company policies
• Must possess positive, professional, interpersonal skills

Benefits

• Paid Federal Holidays
• Robust Health & Dental Insurance Options
• 401k with matching
• Paid vacation and sick leave
• Continuing education assistance
• Short Term / Long Term Disability & Life Insurance
• Employee Assistance Programthrough Sun Life Financial EAP Guidance Resources