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

Are you a highly skilled and motivated individual with a passion for delivering exceptional customer service? Do you have a strong background in technical support and a desire to work in a dynamic and fast-paced environment? If so, we may have the perfect opportunity for you! blithequark is seeking an experienced Help Desk Customer Service Technician to join our team and support the Veterans Benefits Management System at the Department of Veterans Affairs (VA). **About blithequark** blithequark is a leading provider of professional services to the federal government, with a strong focus on delivering outstanding services 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 are committed to supporting the needs of our nation's veterans and providing opportunities for growth and development to our employees. **Job Summary** As a Help Desk Customer Service Technician with blithequark, you will be responsible for providing technical support to users of the Veterans Benefits Management System, including troubleshooting application issues, resolving problems, and escalating complex issues to Tier 2 support. You will also participate in daily operational calls with stakeholders to review high-profile issues, updates, and new concerns. This is a remote position, and you will be required to work independently with minimal supervision. **Responsibilities** * Analyze application problems, document, resolve or escalate to Tier 2 support * Participate in daily operational calls with stakeholders to review high-profile issues, updates, and new concerns * Troubleshoot issues related to PC settings, browser optimization, access issues, and network problems using remote technology tools * Track efforts with the VA Enterprise Service Desk (ESD) using the ServiceNow ticket system * Collaborate with other teams to resolve complex issues and improve system performance * Provide exceptional customer service to users of the Veterans Benefits Management System **Requirements** * 3+ years of experience in a help desk or technical support role * 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 **Preferred Qualifications** * 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 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 * Ability to 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 **Work Environment and Culture** blithequark is a dynamic and fast-paced environment that values innovation, collaboration, and customer satisfaction. As a Help Desk Customer Service Technician, you will be working in a remote environment, and you will be required to work independently with minimal supervision. You will be part of a team that is dedicated to delivering exceptional customer service and supporting the needs of our nation's veterans. **Compensation and Benefits** * Competitive salary and benefits package * Paid federal holidays * Robust health and dental insurance options * 401(k) with matching * Paid vacation and sick leave * Continuing education assistance * Short-term and long-term disability and life insurance * Employee Assistance Program through Sun Life Financial EAP Guidance Resources **How to Apply** If you are a motivated and experienced individual with a passion for delivering exceptional customer service, we encourage you to apply for 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 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. **About the Company** blithequark is a leading provider of professional services to the federal government, with a strong focus on delivering outstanding services 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 are committed to supporting the needs of our nation's veterans and providing opportunities for growth and development to our employees. **Certifications and Affiliations** * VA CVE certified Service-Disabled Veteran Owned Small Business (SDVOSB) * SBA HUBZone Certified * blithequark is a proud member of the following organizations: + National Defense Industrial Association (NDIA) + Professional Services Council (PSC) + National Veterans Business Development Council (NVBDC) **Contact Us** If you have any questions or would like to learn more about this opportunity, please do not hesitate to contact us. We look forward to hearing from you! Apply for this job