[Remote] Help Desk Customer Service Technician

Note: The job is a remote job and is open to candidates in USA. PingWind is focused on delivering outstanding services to the federal government, and they are seeking a highly skilled Help Desk Customer Service Technician for the support of the Veterans Benefits Management System at the Department of Veterans Affairs. This role will assist with escalated tickets from the Enterprise Service Desk and support all VBMS users ranging from entry level employees to supervisors.Responsibilities Application Issue Resolution: Analyze application problems, document, resolve or escalate to Tier Daily Calls Participation: Engage in daily operational calls with stakeholders to review high-profile issues, updates, and new concerns Troubleshooting PC Setup and Browser Optimization: Diagnose and troubleshoot issues related to PC settings, browser optimization, access issues and network problems using remote technology tools Track Efforts with VA Enterprise Service Desk (ESD): Use the ServiceNow ticket system to track and manage issues from inception to resolutionSkillsPublic Trust Clearance. Must be a U.S. citizen or permanent resident and be eligible for this clearanceHigh School Diploma3+ years of experienceWorking knowledge of web-based applications and data access mechanismsDatabase management and administration tools experienceExperience with enterprise level applicationsMaintain confidentiality of information processed or preparedSpecialized training in system configurationITIL experienceServiceNow ticket systemStrong communication and collaboration skillsExperience providing technical supportPerform a wide variety of duties and responsibilities with accuracy and speed under pressure of time sensitive deadlinesPerform multiple tasks simultaneously, including handling interruptions, and return to and complete tasks in a timely mannerDemonstrate integrity, ingenuity and inventiveness in the performance of assigned tasksAbility to easily adapt to and learn new technologiesPerform duties and responsibilities independentlyAbility to coordinate, research, and analyze special projects/reportsEstablish and maintain effective working relationshipsAbility to perform duties with awareness of all requirements and company policiesMust possess positive, professional, interpersonal skillsBenefitsEleven Federal HolidaysPaid Time Off accrued each pay periodParental LeaveThree medical plan choices with generous employer contributionDental and Vision InsuranceCompany paid Short-Term and Long-Term DisabilityCompany paid Life and AD&D Insurance401k with competitive matching and vesting scheduleContinuing education assistanceShort Term / Long Term Disability & Life InsuranceMedical, Dependent Care and Commuter Flexible Spending AccountsEmployee Assistance ProgramWellness benefits include Calm Health app and WellHub gym subsidy (formerly GymPass)529 College Savings PlanLegal InsurancePet InsuranceCompany OverviewPingWind specializes in cybersecurity, IT and management consulting with process improvement, logistic and supply chain operation services. It was founded in 2012, and is headquartered in Washington, District of Columbia, USA, with a workforce of 201-500 employees. Its website is https://www.pingwind.com.