Customer Support Technician

Job Description

This Customer Support Technician role is full-time supporting the Department of Veterans Affairs (VA), Office of Information Technology (OIT) Veteran Experience Services Eligibility and Enrollment (VESEE) Product Line. This role supports modernization of Eligibility and Enrollment to build a seamless experience for Veterans, their families, and caregivers and contributes to improving VA employee and Veteran lives and working towards a larger mission. The Customer Support Technician will support users of a modernized enrollment system that supports this seamless experience.

• Provide support to users to enable smooth access and navigation for the enrollment system and all features developed on the program.
• Serve as POC for troubleshooting system issues.
• Document, track, and monitor issues to ensure timely resolution.
• Keep customers informed of issue status through resolution.
• Advise end users on best practices to prevent issue recurrence.
• Collaborate with management and partners to meet Service Level Agreements (SLAs).
• Leverage metrics to drive efficiency and continuous improvement.

Salary Range: $55,000 - $60,000

Required Skills

• Bachelor's Degree Required
• Minimum 6 years of experience
• Excellent communication and collaboration skills
• Strong interpersonal and customer service skills
• Ability to work independently and as part of a team
• In-depth knowledge of IT Service Management (ITSM) practices and processes
• Experience in a technical support role (e.g., service desk, help desk)
• Strong work ethic
• Ability to work in a dynamic, collaborative, results-driven environment
• Ability to obtain a Public Trust clearance

Desired Skills

• Experience working with VA and/or other federal agencies
• Call center or help desk management experience
• Knowledge of healthcare systems
• Experience with Jira

Salary : $55,000 - $60,000