Electronic Consulting Services, Inc (ECS Federal)

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Customer Support Technician

Fairfax, VA, US • Posted 1 day ago • Updated 4 hours ago

Full Time

On-site

USD $55,000.00 - 60,000.00 per year

Fitment

Dice Job Match Score™

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Job Details

Skills

Information Technology
Customer Support
POC
Management
Service Level
Continuous Improvement
Communication
Collaboration
Customer Service
IT Service Management
Technical Support
Service Desk
Help Desk
Work Ethic
Security Clearance
Call Center
Help Desk Management
Health Care
JIRA

Summary

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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10112MAN
Position Id: 3616
Posted 1 day ago

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