Experienced Help Desk Customer Service Technician – Veterans Benefits Management System Support
At arenaflex, we are committed to delivering exceptional services to the federal government, and we are seeking a highly skilled Help Desk Customer Service Technician to join our team. As a Help Desk Customer Service Technician, you will play a critical role in supporting the Veterans Benefits Management System (VBMS) at the Department of Veterans Affairs (VA). This is an exciting opportunity to work with a dynamic team, utilize your technical expertise, and make a meaningful impact on the lives of our nation's veterans.
About arenaflex
arenaflex 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 proud to serve our nation's veterans and support their mission. With offices in Washington DC and Northern Virginia, we offer a dynamic and inclusive work environment that fosters growth, innovation, and collaboration.
Responsibilities
As a Help Desk Customer Service Technician, you will be responsible for:
- Analyzing application problems, documenting, resolving, or escalating to Tier 2 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
- Providing specialized training in system configuration
- Utilizing ITIL experience to manage and resolve issues efficiently
Requirements
To be successful in this role, you will need:
- 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
While not required, the following qualifications are highly desirable:
- Demonstrated success in working with people to establish goals, objectives, and change management plans
- 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 easily adapt to and learn new technologies
- Ability to perform duties and responsibilities independently
- Ability to coordinate, research, and analyze special projects/reports
- Ability to 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
arenaflex is committed to creating a dynamic and inclusive work environment that fosters growth, innovation, and collaboration. Our team is passionate about delivering exceptional services to the federal government, and we are dedicated to supporting our nation's veterans. As a Help Desk Customer Service Technician, you will have the opportunity to work with a talented team of professionals, utilize your technical expertise, and make a meaningful impact on the lives of our nation's veterans.
Compensation, Perks, and Benefits
arenaflex offers a comprehensive benefits package, including:
- Paid Federal Holidays
- Robust Health & Dental Insurance Options
- 401k with matching
- Paid vacation and sick leave
- Continuing education assistance
- Short Term / Long Term Disability & Life Insurance
- Employee Assistance Program through Sun Life Financial EAP Guidance Resources
How to Apply
If you are a motivated and experienced Help Desk Customer Service Technician looking for a new challenge, we encourage you to apply to this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. arenaflex is an equal opportunity employer and welcomes applications from diverse candidates.
Equal Employment Opportunity Statement
arenaflex 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. Apply To This Job Apply for this job