Experienced Remote Help Desk Customer Service Technician for Veterans Benefits Management System Support

Introduction to blithequark At blithequark, we are dedicated to delivering exceptional services to the federal government, with a strong focus on supporting the Department of Veterans Affairs (VA). As a leader in the industry, we pride ourselves on our extensive experience in cyber security, development, IT infrastructure, supply chain management, and other professional services. Our mission is to provide outstanding support to our clients, and we are seeking a highly skilled Help Desk Customer Service Technician to join our team. Job Overview We are seeking a highly skilled Help Desk Customer Service Technician to provide support for the Veterans Benefits Management System at the Department of Veterans Affairs (VA). This role will assist with escalated tickets from the Enterprise Service Desk (ESD) Tier 1 and support all VBMS users, ranging from entry-level employees to supervisors. As a Help Desk Customer Service Technician at blithequark, you will be responsible for providing top-notch technical support, resolving application issues, and ensuring seamless operations. Key Responsibilities Analyze application problems, document, resolve, or escalate to Tier 2/3 support as needed Participate 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 Track efforts with the VA Enterprise Service Desk (ESD) using the ServiceNow ticket system to manage issues from inception to resolution Maintain confidentiality of information processed or prepared Collaborate with internal teams to resolve complex technical issues Requirements To be successful in this role, you will need: A High School Diploma or equivalent 3+ years of experience in a similar role, preferably in a help desk or customer service environment Working knowledge of web-based applications and data access mechanisms Database management and administration tools experience Experience with enterprise-level applications ITIL experience and knowledge of the ServiceNow ticket system Specialized training in system configuration Strong communication and collaboration skills Preferred Qualifications While not required, the following qualifications are preferred: Demonstrated success in working with people in establishing goals, objectives, and change management plans Experience providing technical support in a fast-paced environment Ability to perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time-sensitive deadlines Ability to easily adapt to and learn new technologies Ability to coordinate, research, and analyze special projects/reports Establish and maintain effective working relationships with internal teams and external stakeholders Ability to perform duties with awareness of all requirements and company policies Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Help Desk Customer Service Technician, you will have access to: Ongoing training and professional development opportunities Mentorship and coaching from experienced professionals Opportunities to work on complex and challenging projects A collaborative and dynamic work environment Work Environment and Company Culture At blithequark, we pride ourselves on our positive and inclusive company culture. As a remote employee, you will be part of a distributed team that values collaboration, communication, and mutual respect. We offer a flexible work environment that allows you to work from the comfort of your own home, with opportunities to connect with your colleagues through virtual meetings and team-building activities. Compensation, Perks, and Benefits We offer a competitive compensation package, including: 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 through Sun Life Financial EAP Guidance Resources Conclusion If you are a motivated and experienced Help Desk Customer Service Technician looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a member of our team, you will have the opportunity to work on complex and rewarding projects, develop your skills and knowledge, and contribute to the success of our organization. Don't miss out on this chance to join a dynamic and growing company that values its employees and is dedicated to delivering exceptional services to the federal government. Apply now to become a part of the blithequark team!