Experienced Help Desk Customer Service Technician – Veterans Benefits Management System Support
At arenaflex, we're dedicated to delivering exceptional services to the federal government, and we're seeking a highly skilled Help Desk Customer Service Technician to join our team. As a Help Desk Customer Service Technician, you'll play a critical role in supporting the Veterans Benefits Management System at the Department of Veterans Affairs (VA). If you're passionate about providing top-notch customer service and have a strong background in IT, we encourage you to apply for this exciting opportunity.
About arenaflex
arenaflex is a Service-Disabled Veteran Owned Small Business (SDVOSB) and SBA HUBZone Certified company with extensive experience in the fields of cyber security, development, IT infrastructure, supply chain management, and other professional services such as system design and continuous improvement. We're proud to be a VA CVE certified company and are committed to delivering outstanding services to the federal government. Our team is passionate about making a difference, and we're excited to have you join us on this journey.
Responsibilities
As a Help Desk Customer Service Technician, you'll be responsible for:
- Application Issue Resolution: Analyze application problems, document, resolve or escalate to Tier 1 and 2 support teams.
- 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.
- Collaborate with Cross-Functional Teams: Work closely with other teams to resolve complex issues and improve overall system performance.
Requirements
To be successful in this role, you'll need:
Working knowledge of web-based applications and data access mechanisms
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Database management and administration tools experience
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Experience with enterprise-level applications
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Maintain confidentiality of information processed or prepared
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Specialized training in system configuration
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ITIL experience
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ServiceNow ticket system
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Preferred Qualifications
While not required, we're looking for candidates with:
- Demonstrated success in working with people in establishing goals, objectives, and change management plans.
Strong communication and collaboration skills
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Experience providing technical support
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- 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
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Perform duties and responsibilities independently
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Ability to coordinate, research, and analyze special projects/reports
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Establish and maintain effective working relationships
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Ability to perform duties with awareness of all requirements and company policies
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Must possess positive, professional, interpersonal skills
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Work Environment and Company Culture
As a remote employee, you'll have the flexibility to work from anywhere, while still being part of a dynamic and collaborative team. We're committed to creating a work environment that's inclusive, supportive, and empowering. Our team is passionate about making a difference, and we're excited to have you join us on this journey.
Benefits
We offer a comprehensive benefits package, including:
Paid Federal Holidays
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Robust Health & Dental Insurance Options
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401k with matching
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Paid vacation and sick leave
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Continuing education assistance
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Short Term / Long Term Disability & Life Insurance
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Employee Assistance Program
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through Sun Life Financial EAP Guidance Resources
How to Apply
If you're passionate about providing top-notch customer service and have a strong background in IT, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!
Equal Employment Opportunity
arenaflex is an equal opportunity employer and does 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. Apply for this job