Vacancy expired!
Job Description
The candidate must have prior VA experience and currently have a VA badge
Role and Responsibilities
- Address all Tier 2 tickets in a timely, efficient fashion
- Triage, prioritize, manage and report on help desk tickets/resolutions
- Deliver timely, prompt assistance to end users when requested
- Provide receipt response regarding the tickets to the end user
- Provide resolution guidance to the user within the response time window
- Collaborate across the team as needed for assistance
- After thorough analysis, if the issue remains and is regarded as a defect, enhancement or functional issue, follow the escalation process to assign to Tier 3
Qualifications
- Ability to multi-task and quickly adapt to changing priorities
- Outstanding written and verbal communication skills
- Solid interpersonal skills and demonstrable team building skills
- Self-starter that can work under general direction in a highly collaborative, team-based environment
- Ability to obtain a public trust
PREFERRED/DESIRED SKILLS:
- Demonstrated IT experience which includes VA Dynamics 365 Online Platform
- Experience with PPMS Application Troubleshooting
- Application Administration experience
- ServiceNow application experience is preferred
Additional Information
Job Type: Full-Time
Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.
Vacancy expired!