Tier 1 Help Desk Technician - El Paso TX

Position Overview

In partnership with General Dynamics Information Technology (GDIT), SteerBridge is supporting the Department of Veterans Affairs (VA) in its commitment to creating an interactive experience for its technology users that is easy, pleasant, effective, and personalized. As part of this commitment, the VA is seeking to improve its efficiency and effectiveness of interactions by transitioning Tier-1, Enterprise Service Desk (ESD) Services to the team at GDIT. The scope of the ESD is to provide support to all End Users and VA designated executives / VIP End Users, on a 24x7x365 basis.

As a Tier 1 Help Desk Technician, you will assist in operating an environment where all incidents, problems, requests, change and service requests for end-users are received, monitored, tracked, and worked to resolution, or handed over to other resolving stakeholders/parties as required.

Key Responsibilities

• Serve as the Single Point of Contact (SPOC) for end users, responding to incidents and service requests received through telephone, email, SMS/text messaging, web chat, and self-service portal submissions.
• Maintain end-to-end ownership of incidents and service requests, including logging, categorizing, prioritizing, tracking, documenting, and recording resolutions.
• Provide timely responses and resolution based on ticket priority and impact, while maintaining clear communication with end users throughout the ticket lifecycle.
• Resolve issues directly when possible or route tickets to the appropriate resolver group, including warm transfers for application-related issues when required.
• Monitor and manage service requests through resolution, ensuring appropriate follow-up, escalation, and coordination with resolver groups.
• Escalate urgent, business-critical, and VIP incidents or service requests in accordance with established procedures and service requirements.

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.
• Ability to effectively support customers across multiple communication channels, including phone, email, text, and chat.
• Demonstrated ability to provide accurate information, troubleshoot customer needs, and support high first-contact resolution rates.
• Strong customer service and communication skills, with the ability to provide courteous, professional, and high-quality support.
• Candidates must reside in Kentucky, Louisiana, or Texas and be able to work from the designated local GDIT office as required.
• Preferred Qualifications