Customer Support Technician

ECS Tech Inc

18h • $55,000 - $60,000

About The Position

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.

Requirements

• 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

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level