Help Desk Customer Service Technician (IT Support)

TL;DR

Help Desk Customer Service Technician (IT Support): Providing technical support for the Veterans Benefits Management System (VBMS) with an accent on application issue resolution and browser optimization. Focus on troubleshooting complex PC settings and managing tickets via ServiceNow to ensure system reliability for VA users.

Location: Remote (Must be a U.S. citizen or permanent resident and be eligible for Public Trust Clearance)

Company

hirify.global delivers outstanding services to the federal government, specializing in cybersecurity, IT infrastructure, and system design.

What you will do

• Analyze, document, and resolve application problems for VBMS users.
• Engage in daily operational calls with stakeholders to review high-profile issues and updates.
• Diagnose and troubleshoot PC settings, browser optimization, and network problems using remote technology tools.
• Manage and track tickets from inception to resolution using the ServiceNow system.

Requirements

• U.S. citizenship or permanent residency is required to obtain Public Trust Clearance.
• 3+ years of relevant professional experience.
• Working knowledge of web-based applications and data access mechanisms.
• Experience with database management, administration tools, and enterprise-level applications.
• Proficiency with ITIL standards and the ServiceNow ticket system.

Nice to have

• Strong communication and collaboration skills.
• Ability to handle multiple tasks and time-sensitive deadlines under pressure.
• Proven ability to adapt quickly to and learn new technologies.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance with generous employer contributions.
• 401k plan with competitive matching and vesting schedule.
• Paid time off and eleven federal holidays.
• Continuing education assistance and 529 College Savings Plan.
• Wellness perks including Calm Health app and WellHub gym subsidy.