Key skills
Help Desk SupportVeterans Benefits Management System (VBMS)Application Issue ResolutionWeb-based ApplicationsDatabase ManagementEnterprise ApplicationsSystem ConfigurationITILServiceNowPC TroubleshootingBrowser OptimizationNetwork TroubleshootingRemote Technology ToolsCommunicationCollaboration
About this role
PingWind is focused on delivering outstanding services to the federal government, and they are seeking a highly skilled Help Desk Customer Service Technician for the support of the Veterans Benefits Management System at the Department of Veterans Affairs. This role will assist with escalated tickets from the Enterprise Service Desk and support all VBMS users ranging from entry level employees to supervisors.
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
Requirements:
- Public Trust Clearance. Must be a U.S. citizen or permanent resident and be eligible for this clearance
- High School Diploma
- 3+ years of experience
- 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
- 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