Help Desk Customer Service Technician

Description

PingWind is seeking a highly skilled Help Desk Customer Service Technician for the support of 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. 

Location: Remote

Required Clearance: Public Trust Clearance. Must be a U.S. citizen or permanent resident and be eligible for this clearance. 

Certifications: N/A

Required Education: High School Diploma

Required Experience: 3+ years.

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

• 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.

Preferred Qualifications

• 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. 

About PingWind

PingWind is focused on delivering outstanding services to the federal government. We have 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. PingWind is a VA CVE certified Service-Disabled Veteran Owned Small Business (SDVOSB) and SBA HUBZone Certified with offices in Washington DC and Northern Virginia. www.PingWind.com 

Our benefits include:

• 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

Veterans are encouraged to apply

PingWind, Inc. 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