GovCIO Hiring for Help Desk Support Technician (Remote) Job at Fairfax, VA Full Time

Company Overview

GovCIO is a team of transformers-people who are passionate about transforming government I.T. We believe in making a difference by developing digital strategies and delivering the technology-related innovation governmental operations that improve the citizen experience every day.

But we can’t do it alone. We welcome and nurture an inclusive and diversified work culture. Because different backgrounds, experiences, abilities, and perspectives make us better decision-makers, problem solvers, and creators. We’re changing the face of I.T. – from our diverse staff to the end-products we develop. And we’re excited to expand our team. Are you ready to be a transformer?

GovCIO is seeking a qualified, eager and detail-oriented candidate for a Remote Help Desk Technician role to perform daily activities that are vital to the operation and support of the Veteran’s Benefits Health Administration’s Life Insurance program migration to a new COTS system (LIPAS). The LIPAS platform will support the VBA in issuing and administering life insurance policies and benefits for veterans.

Responsibilities

• The Remote Help Desk Technician responsibilities include: Resolution of help desk tickets received from VBA and GovCIO team (GovCIO) members of the LIPAS related system and platform
• Interacting with end users who reach out to the Help desk via telephone, email or through the ticket system in a respectful and business like manner
• Escalation of issues to VA and GCIO leadership or leads as needed
• Development, review, and maintenance of help desk process, knowledge artifacts, and other documentation
• Support to schedule meetings including Training touch point meetings and to document meeting notes and outcomes of the meeting to provide to the LIPAS Subject Matter Experts (SME).
• Collaboration across entire LIPAS project team functional areas to ensure help desk is in alignment with the evolving product as new features are developed and released
• General support to include generating help desk reports, and end user/help desk training session planning and coordination.
• This role will evolve to include support for additional products as migration continues from legacy systems to the new LIPAS system.

Qualifications

Minimum of 1 years of experience supporting public-facing help desks or equivalent customer oriented or technical support, with at least 4 years total professional experience

Required Skills and Experience

• Excellent communication skills (oral and written) Proficiency in Excel Organized, self-directed, and able to work with minimal supervision
• Flexible, quick-thinking and able to multi-task

Preferred Skills and Experience

• VA clearance (Public Trust) and access
• Knowledgeable of ServiceNow and/or Jira ticketing system
• Bachelor’s Degree or equivalent in year’s of experience