Experienced Help Desk Customer Service Technician – Veterans Benefits Management System Support

Are you a highly skilled and customer-focused professional looking for a challenging role that utilizes your technical expertise and passion for delivering exceptional support? Do you have a strong background in troubleshooting complex issues, working with various software applications, and collaborating with stakeholders to resolve high-profile concerns? If so, we invite you to join blithequark, a leading provider of professional services to the federal government, as an Experienced Help Desk Customer Service Technician. About blithequark blithequark is a Service-Disabled Veteran Owned Small Business (SDVOSB) and SBA HUBZone Certified company with extensive experience in delivering outstanding services to the federal government. Our expertise spans cyber security, development, IT infrastructure, supply chain management, and system design, among other areas. With offices in Washington DC and Northern Virginia, we pride ourselves on our commitment to excellence, innovation, and customer satisfaction. As a valued member of our team, you will have the opportunity to work on high-profile projects, collaborate with experienced professionals, and contribute to the growth and success of our organization. Job Summary We are seeking an Experienced Help Desk Customer Service Technician to and support the Veterans Benefits Management System (VBMS) at the Department of Veterans Affairs (VA). As a key member of our support team, you will be responsible for resolving escalated tickets from the Enterprise Service Desk (ESD) Tier 1, supporting all VBMS users, and collaborating with stakeholders to resolve high-profile issues. This is a remote position that requires a strong technical background, excellent communication skills, and the ability to work independently in a fast-paced environment. Responsibilities As an Experienced Help Desk Customer Service Technician, your primary responsibilities will include: * Analyzing application problems, documenting, resolving, or escalating to Tier 2 support * Participating in daily operational calls with stakeholders to review high-profile issues, updates, and new concerns * Troubleshooting PC setup and browser optimization issues using remote technology tools * Tracking efforts with the VA Enterprise Service Desk (ESD) using the ServiceNow ticket system * Collaborating with stakeholders to resolve complex issues and improve overall support processes Requirements To be successful in this role, you will need to possess the following qualifications and skills: * Working knowledge of web-based applications and data access mechanisms * Experience with database management and administration tools * Familiarity with enterprise-level applications * Ability to maintain confidentiality of information processed or prepared * Specialized training in system configuration * ITIL experience * ServiceNow ticket system experience * Strong communication and collaboration skills * Ability to work independently in a fast-paced environment * Strong problem-solving and analytical skills * Ability to adapt to new technologies and processes Preferred Qualifications While not required, the following qualifications and skills are highly desirable: * Experience providing technical support * Ability to perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time-sensitive deadlines * Ability to perform multiple tasks simultaneously, including handling interruptions, and return to and complete tasks in a timely manner * Ability to demonstrate integrity, ingenuity, and inventiveness in the performance of assigned tasks * Ability to easily adapt to and learn new technologies * Ability to perform duties and responsibilities independently * Ability to coordinate, research, and analyze special projects/reports * Ability to establish and maintain effective working relationships * Ability to perform duties with awareness of all requirements and company policies * Positive, professional, interpersonal skills Work Environment and Culture As a remote employee, you will have the flexibility to work from the comfort of your own home or office. Our team is collaborative, supportive, and committed to delivering exceptional results. We offer a dynamic and inclusive work environment that values diversity, equity, and inclusion. Our benefits package includes: * Paid Federal Holidays * Robust Health and Dental Insurance Options * 401k with matching * Paid vacation and sick leave * Continuing education assistance * Short Term/Long Term Disability and Life Insurance * Employee Assistance Program through Sun Life Financial EAP Guidance Resources Compensation and Benefits We offer a competitive salary and benefits package that reflects your value to our organization. As a valued member of our team, you will have access to ongoing training and development opportunities, as well as a comprehensive benefits package that includes health, dental, and vision insurance, 401k matching, and paid time off. If you are a motivated and customer-focused professional looking for a challenging role that utilizes your technical expertise and passion for delivering exceptional support, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you! Equal Employment Opportunity blithequark is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and equitable work environment that values diversity, equity, and inclusion. We do not discriminate in employment opportunities, terms and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law.