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

Are you passionate about delivering exceptional customer service and technical support to those who serve our nation? Do you have a strong background in troubleshooting complex technical issues and a keen eye for detail? If so, we invite you to join blithequark, a leading provider of professional services to the federal government, as a Help Desk Customer Service Technician.

About blithequark

blithequark is a Service-Disabled Veteran Owned Small Business (SDVOSB) and SBA HUBZone Certified company with a strong commitment to delivering outstanding services to the federal government. With extensive experience in cyber security, development, IT infrastructure, supply chain management, and other professional services, we are well-positioned to meet the complex needs of our clients. Our team is dedicated to providing exceptional support to our customers, and we are seeking a highly skilled Help Desk Customer Service Technician to join our team.

Responsibilities

As a Help Desk Customer Service Technician at blithequark, you will be responsible for providing technical support to users of the Veterans Benefits Management System (VBMS). This 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
• Maintaining confidentiality of information processed or prepared
• Providing specialized training in system configuration
• Utilizing ITIL experience and ServiceNow ticket system to manage issues from inception to resolution

Requirements

To be successful in this role, you will need:

• Working knowledge of web-based applications and data access mechanisms
• Database management and administration tools experience
• 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
• Public Trust Clearance (must be a U.S. citizen or permanent resident and be eligible for this clearance)

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Demonstrated success in working with people in establishing 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
• Ability to perform duties with awareness of all requirements and company policies
• Positive, professional, interpersonal skills

Work Environment and Company Culture

As a Help Desk Customer Service Technician at blithequark, you will be working in a fast-paced, dynamic environment with a team of experienced professionals. Our company culture is built on a strong commitment to customer service, teamwork, and innovation. We offer a range of benefits, including:

• 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

Compensation and Perks

We offer a competitive salary and a range of benefits to support your career growth and well-being. As a Help Desk Customer Service Technician at blithequark, you can expect:

• A salary range of $60,000 - $80,000 per year, depending on experience
• Opportunities for career growth and professional development
• A range of benefits, including paid time off, health insurance, and retirement savings
• Access to cutting-edge technology and tools
• A dynamic and supportive work environment

How to Apply

If you are a motivated and experienced Help Desk Customer Service Technician looking for a new challenge, we encourage you to apply to 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 a workplace that is inclusive, respectful, and free from discrimination. Apply for this job