Tier 1 Help Desk Technician
Multiple Locations / El Paso, TX / Bossier City, LA
Veterans Affairs – VAESD /
Hourly /
On-site
SteerBridge Strategies is a CVE-Verified Service-Disabled, Veteran-Owned Small Business (SDVOSB) delivering a broad spectrum of professional services to the U.S. Government and private sector. Backed by decades of hands-on experience in federal acquisition and procurement, we provide agile, best-in-class commercial solutions that drive mission success.
Our strength lies in our people—especially the veterans whose leadership, discipline, and dedication shape everything we do. At SteerBridge, we don’t just hire talent—we empower it, creating meaningful career paths for those who have served and those who share our commitment to excellence.
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.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Life Insurance
- 401(k) Retirement Plan with matching
- Paid Time Off
- Paid Federal Holidays
Required Skills and Qualifications
- Must be a US Citizen.
- Bachelor's Degree preferred, but equivalent experience in lieu of degree acceptable.
- Must be a resident of Kentucky, Louisianna, or Texas.
- Must be to work from local GDIT office as required.
- Must be eligible and able to obtain a Public Trust Clearance (i.e., pass a federal background check).
- Must possess multi-channel skill sets: phone, email, text, and chat.
- Demonstrated experience in providing accurate information to customers, enabling a high first call resolution rate.
- Must be skilled in providing courteous, customer-friendly, high-quality service.
- 1+ year Help Desk work experience.
- Experience with ServiceNow ticketing system.
- Previous experience working on civilian federal government agency contract(s).
- Task and responsibilities in this role include, but are not limited to the following:
- Handle incoming contacts via electronic media such as: Telephone (via toll-free access numbers), Electronic mail, SMS/text messaging, Web-Chat submissions, Self-service web portal
- Act as the single interface and Single Point of Contact (SPOC) for all communications with
- and between end-users and resolver groups regarding all incidents and tickets.
- Provide end-to-end ownership and ticket management through either direct resolution or escalation / interaction with appropriate resolver groups.
- Provide end-to-end ownership of all tickets, including logging, categorizing, prioritizing, and recording resolutions.
- Provide timely response to all tickets based on priority and impact.
- Communicate status of incidents to end-users as status changes.
- Transfer the incident to the appropriate work queue as required.
- Immediately perform a warm transfer to the appropriate application resolver group for applications issues.
- Provide and maintain ownership of service request (SR) lifecycle (end-to-end ownership) and provide timely response to SR’s based on priority.
- Communicate status of SRs to end-users as status changes.
- Transfer the SR to the appropriate resolver group as required.
- Maintain oversight for monitoring, controlling, and ensuring timely resolution of SRs.
- Escalate urgent, business critical, and VIP (if option exercised) SRs according to established procedures.
DESIRED QUALIFICATIONS
RESPONSIBILITIES
$15 - $18 an hour
SteerBridge Strategies is proud to be an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace where all qualified applicants and employees are treated with respect and dignity—regardless of race, color, gender, age, religion, national origin, ancestry, disability, veteran status, genetic information, sexual orientation, or any other characteristic protected by law.
We also provide reasonable accommodations for individuals with disabilities in accordance with applicable laws. If you require assistance during the application process, we encourage you to reach out so we can support your needs.
