Tier 1 Help Desk Technician - Bossier City LA
Core
First point of contact for VA end users providing technical assistance via phone, email, chat, text, and self-service portals.
Role type
Tier 1 Help Desk Technician
Builds
Incident and service request resolution for U.S. Department of Veterans Affairs users
Domain
Federal Government IT Support
Deliverable
client delivery
Required skills
customer service, communication, ticket management, warm transfers, prioritization, troubleshooting
Preferred skills
ServiceNow, federal government support experience, technical troubleshooting
Responsibilities
Handle incoming support requests via phone, email, chat, text, and web portal; Create, document, categorize, prioritize, and track tickets; Escalate issues to appropriate support teams; Perform warm transfers to resolver groups; Ensure timely response and resolution based on priority and impact; Support business-critical and high-priority requests.
Seniority
Entry-level to Junior
