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Role Description

GovCIO is currently hiring for a RES Help Desk Engineer to work third shift supporting the modernization effort of a legacy system within the Veteran Readiness & Employment Service within the Department of Veteran Affairs (VA). This position will be full-time and fully remote. The hours of the position are 10am to 7pm EST.

• Perform daily activities vital to the operation and support of Veteran Affairs for a new system.
• Act as the primary support contact, responsible for troubleshooting, documenting, and resolving technical issues.
• Facilitate user adoption by conducting training, writing documentation, and ensuring system uptime.
• Resolution of help desk tickets received from end users.
• Interact with end users in a professional manner.
• Escalate issues to VA stakeholders.
• Develop, review, and maintain help desk process, knowledge artifacts, and other documentation.
• Collaborate across the project team to ensure help desk alignment with evolving product features.
• Generate help desk reports and maintain content on SharePoint sites.
• Plan and coordinate end user/help desk training sessions.
• Work directly with the Project Manager, developers, Office of Information & Technology, and other government staff.
• Escalate issues to the Project Manager as needed.
• Create reports from gathered and logged metrics for content requests, Customer Service support, and/or web analytics.
• Manage and track the suspended-user process.
• Provide support from 10 a.m. – 7 p.m. (Eastern Time) Mondays through Fridays except for Federal Holidays.

Qualifications

• Bachelor's degree with 2 - 5 years (or commensurate experience).
• Proficiency in MS Word, Excel, and PowerPoint.
• Organized, self-directed, and able to work with minimal supervision.
• Strong understanding of help desk and ticketing system (ServiceNow).
• Strong communication skills for professional interactions with end users and stakeholders.
• Customer-centric approach to resolve issues efficiently while maintaining user satisfaction.
• Ability to work with cross-functional teams, including project managers, developers, and IT staff.
• Dependability for providing support during designated hours, ensuring timely response and resolution.
• Minimum of 2 years of experience supporting public-facing helpdesk or equivalent.
• At least 5 years total professional experience.

Requirements

• Serve as the initial point of contact for end-users regarding the new system, providing support via phone, email, or in-person.
• Develop, maintain, and conduct training sessions and user manuals.
• Diagnose, troubleshoot, and resolve issues related to the new system, including software glitches, access problems, and integration issues.
• Log all inquiries in the ticketing system, tracking issues from initiation to resolution.
• Assist with user account setup, permissions, and system configurations.
• Ensure the new system is properly updated.
• Escalate complex, unresolved issues to developers or tier 2 IT support with detailed documentation.
• Maintain up-to-date documentation on user procedures, FAQs, and system known-issues.
• Strong understanding of IT systems, troubleshooting protocols, and familiarity with relevant systems.
• Excellent verbal and written communication skills to explain technical processes to non-technical users.
• Strong analytical skills to diagnose issues.
• Previous experience in a help desk or IT support role.
• Ability to obtain and maintain a Suitability/Public Trust clearance.

Benefits

• Employee Assistance Program (EAP).
• Corporate Discounts.
• Learning & Development platform, including certification preparation content.
• Training, Education and Certification Assistance (available to full-time employees).
• Referral Bonus Program.
• Internal Mobility Program.
• Pet Insurance.
• Flexible Work Environment.

Company Description

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran.