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

At arenaflex, we're committed 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 will 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 knack for troubleshooting complex technical issues, we want to hear from you.

About arenaflex

arenaflex is a leading provider of professional services to the federal government, with a strong focus on delivering outstanding results in the fields of cyber security, development, IT infrastructure, supply chain management, and system design. As a VA CVE certified Service-Disabled Veteran Owned Small Business (SDVOSB) and SBA HUBZone Certified company, we're proud to serve our nation's veterans and support their mission. With offices in Washington DC and Northern Virginia, we offer a dynamic and collaborative work environment that fosters growth and innovation.

Responsibilities

As a Help Desk Customer Service Technician at arenaflex, you will be responsible for:

• 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
• Maintaining confidentiality of information processed or prepared
• Providing specialized training in system configuration
• Utilizing ITIL experience to manage and resolve technical issues
• Collaborating with team members to resolve complex technical issues

Requirements

To be successful in this role, you will need:

• Working knowledge of web-based applications and data access mechanisms
• Experience with database management and administration tools
• Experience 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 and as part of a team
• Ability to adapt to new technologies and learn quickly

Preferred Qualifications

While not required, the following qualifications would be beneficial:

• Demonstrated success in working with people to establish goals, objectives, and change management plans
• Strong communication and collaboration skills
• 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 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
• Positive, professional, interpersonal skills

Work Environment and Company Culture

At arenaflex, we value our employees and strive to create a positive and inclusive work environment.

We offer

• A dynamic and collaborative work environment
• Opportunities for growth and professional development
• A comprehensive benefits package, including paid federal holidays, robust health and dental insurance options, 401k with matching, paid vacation and sick leave, continuing education assistance, short-term and long-term disability insurance, and life insurance
• A commitment to diversity, equity, and inclusion
• A culture that values integrity, ingenuity, and inventiveness

Compensation and Perks

arenaflex offers a competitive salary and benefits package, including:

• A comprehensive benefits package, including paid federal holidays, robust health and dental insurance options, 401k with matching, paid vacation and sick leave, continuing education assistance, short-term and long-term disability insurance, and life insurance
• Opportunities for career growth and professional development
• A dynamic and collaborative work environment
• A commitment to diversity, equity, and inclusion
• A culture that values integrity, ingenuity, and inventiveness

How to Apply

If you're passionate about providing top-notch customer service and have a knack for troubleshooting complex technical issues, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an equal employment 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