Tier 1 Help Desk Technician
SteerBridge
Tier 1 Help Desk Technician
SteerBridge
SDVOSB delivering federal technology solutions
Salary Range: 16 to 16.15 (Currency: USD) (Pay period: per-hour-wage)
As a Tier 1 Help Desk Technician, you will serve as the first point of contact for VA end users requiring technical assistance. You will support customers through multiple communication channels including phone, email, chat, text, and self-service portals while ensuring timely resolution and escalation of incidents and service requests.
This role is ideal for customer-focused professionals who thrive in fast-paced environments and are passionate about delivering exceptional support experiences.
Serve as the primary point of contact for end users, responding to incidents and service requests received through phone, email, chat, text, and web portal channels.
Create, document, categorize, prioritize, and track support tickets from initial submission through resolution.
Maintain end-to-end ownership of incidents and service requests, ensuring timely response and resolution based on priority, impact, and established service procedures.
Troubleshoot and resolve user issues within the scope of the service desk, escalating complex issues to appropriate resolver groups and providing warm transfers when required.
Maintain clear and timely communication with users throughout the ticket lifecycle, including status updates and resolution information.
Support business-critical and high-priority incidents and requests in accordance with established escalation and response procedures.
Eligibility requirements: U.S. citizenship is required for this position under applicable federal contract requirements. Candidate must also be able to obtain and maintain a Public Trust clearance as required for the role.
Strong customer service, interpersonal, and written and verbal communication skills.
Ability to effectively support customers through multiple communication channels, including phone, email, chat, and text.
Demonstrated ability to provide accurate information, troubleshoot customer issues, and support high first-contact resolution rates.
Ability to manage multiple requests and work effectively in a fast-paced, team-oriented support environment.
1+ year of experience in a Help Desk, Service Desk, Call Center, or similar customer support environment.
Experience using ServiceNow or a similar ticketing or IT service management (ITSM) platform.
Previous experience supporting federal government customers or programs.
Experience troubleshooting common technical, system, or end-user issues.
Additional Information
Training will be provided.
Employment is contingent upon successful completion of the required federal background investigation process.
This position supports a 24x7x365 operation, and work schedules may vary based on operational and business needs.
SDVOSB delivering federal technology solutions
SteerBridge delivers technology solutions, professional services, and construction management to U.S. government agencies and the private sector, acting as a prime or subcontractor. Its offerings include aviation analytics, veterans-services modernization (GI Bill and VA claims), secure payments, cloud infrastructure, and facilities management, using cloud-based workflows and data analytics to streamline complex processes. It differentiates itself with SDVOSB status, extensive federal contracting experience, and proven improvements like reducing GI Bill processing times from 30 days to 30 seconds, plus AWS Premier Partner capabilities. Its goal is to partner with federal agencies and the private sector to deliver practical, mission-critical technology and program-management solutions that improve efficiency, security, and service delivery for veterans, government operations, and civilian customers.
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