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

At arenaflex, we're committed to delivering exceptional services to the federal government, and we're seeking a highly skilled Help Desk Customer Service Technician to join our team. As a Help Desk Customer Service Technician, you'll play a critical role in supporting the Veterans Benefits Management System at the Department of Veterans Affairs (VA). If you're passionate about providing top-notch customer service, troubleshooting complex technical issues, and working in a dynamic environment, we encourage you to apply.

About arenaflex

arenaflex is a leading provider of professional services to the federal government, with a strong focus on delivering outstanding services in 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're proud to serve our nation's veterans and federal agencies. With offices in Washington DC and Northern Virginia, we offer a unique blend of expertise, innovation, and community involvement.

Responsibilities

As a Help Desk Customer Service Technician, you'll be responsible for:

• Analyzing application problems, documenting, resolving, or escalating to Tier 1 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
• Collaborating with team members to resolve complex technical issues
• Providing exceptional customer service to VBMS users, ranging from entry-level employees to supervisors

Requirements

To be successful in this role, you'll need:

• A high school diploma and 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
• Familiarity with enterprise-level applications
• ITIL experience and knowledge of the ServiceNow ticket system
• Ability to maintain confidentiality of information processed or prepared
• Specialized training in system configuration

Preferred Qualifications

While not required, the following qualifications will make you an even stronger candidate:

• 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
• Demonstrated 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
• Positive, professional, interpersonal skills

Work Environment and Company Culture

As a Help Desk Customer Service Technician at arenaflex, you'll enjoy a dynamic and supportive work environment. Our team is passionate about delivering exceptional services to the federal government, and we're committed to fostering a culture of innovation, collaboration, and community involvement. You'll have the opportunity to work with a talented team of professionals, learn new skills, and contribute to the success of our organization.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• 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 insurance
• Life insurance
• Employee Assistance Program (EAP) through Sun Life Financial EAP Guidance Resources

How to Apply

If you're a motivated and customer-focused individual with a passion for technical support, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive, respectful, and free from discrimination. Veterans are encouraged to apply.

Originally posted on arenaflex

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