Tier 1 Help Desk Technician - Bossier City LA

Position Overview

As a Tier 1 Help Desk Technician, you will serve as the first point of contact for VA end users requiring technical assistance. You will support customers through multiple communication channels including phone, email, chat, text, and self-service portals while ensuring timely resolution and escalation of incidents and service requests.

This role is ideal for customer-focused professionals who thrive in fast-paced environments and are passionate about delivering exceptional support experiences.

Key Responsibilities

• Serve as the primary point of contact for end users, responding to incidents and service requests received through phone, email, chat, text, and web portal channels.
• Create, document, categorize, prioritize, and track support tickets from initial submission through resolution.
• Maintain end-to-end ownership of incidents and service requests, ensuring timely response and resolution based on priority, impact, and established service procedures.
• Troubleshoot and resolve user issues within the scope of the service desk, escalating complex issues to appropriate resolver groups and providing warm transfers when required.
• Maintain clear and timely communication with users throughout the ticket lifecycle, including status updates and resolution information.
• Support business-critical and high-priority incidents and requests in accordance with established escalation and response procedures.

Eligibility requirements

• U.S. citizenship is required for this position under applicable federal contract requirements. Candidate must also be able to obtain and maintain a Public Trust clearance as required for the role.
• Strong customer service, interpersonal, and written and verbal communication skills.
• Ability to effectively support customers through multiple communication channels, including phone, email, chat, and text.
• Demonstrated ability to provide accurate information, troubleshoot customer issues, and support high first-contact resolution rates.
• Ability to manage multiple requests and work effectively in a fast-paced, team-oriented support environment.
• Preferred Qualifications