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 involves assisting with escalated tickets, supporting VBMS users, and collaborating with stakeholders. You will analyze and resolve application issues, troubleshoot PC setups and browser optimization, and utilize the ServiceNow ticket system. The role demands experience with web-based applications, database management, and enterprise-level applications. PingWind offers competitive benefits, including health and dental insurance, 401k matching, paid time off, continuing education assistance, and more.

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

Responsibilities

• Analyze application problems, document, resolve or escalate to Tier
• Engage in daily operational calls with stakeholders to review high-profile issues, updates, and new concerns
• Diagnose and troubleshoot issues related to PC settings, browser optimization, access issues and network problems using remote technology tools
• Use the ServiceNow ticket system to track and manage issues from inception to resolution

Preferred Qualifications

• 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 Program