Tier 1 Help Desk Technician - El Paso TX
Core
Provide Tier 1 support for the Department of Veterans Affairs (VA) End Users and VIPs via a 24x7x365 Enterprise Service Desk.
Role type
Tier 1 Help Desk Technician
Builds
IT support services for VA end-users and executives
Domain
Government / IT Service Management
Deliverable
client delivery
Required skills
multi-channel support (phone, email, text, chat), incident ticket management, escalation procedures, service request lifecycle management, federal background check eligibility
Preferred skills
Bachelor's degree, customer service experience
Technologies
Self-service web portal, toll-free access numbers
Responsibilities
Handle incoming contacts via telephone, email, SMS, and web-chat; act as Single Point of Contact for incidents and tickets; log, categorize, prioritize, and record resolutions; transfer urgent or application-specific issues to resolver groups; maintain oversight of service request lifecycles; escalate business critical or VIP requests.
Seniority
Individual Contributor
