Job Description

Responsibilities

• As a Technical Support Associate, you will be responsible for providing first-tier technical support to our nation's veterans, consisting of just-in-time cellular carrier updates, end-user assistance, and coordination of mobile devices and VA telehealth assets
• You will also manage Assets via ServiceNow, NorthStar, and Maximo to ensure pertinent information is captured and updated in the system
• Manage multiple dashboards (internal and customer) to update data elements within SLAs
• Configure iPads with iPad Refresh Carts (iPRC) based on customer profiles and cellular needs
• Work in unison with multiple internal and external teams, including customers, cellular carriers, Tier 2 technicians, specialized reach-out/project teams
• Perform basic research and follow-up on IT assets with the ability to work with multiple data sources
• Create, update, close, and manage customer tickets in the ServiceNow ticketing system
• Do troubleshooting and escalate as needed, ensuring problem ownership
• Provide reassurance to end-users when delivering solutions and diagnosing issues
• Advise management of potential risks that may have an impact on the customer base and operating environment
• Promote end-user satisfaction in adherence to established performance metrics
• Take initiative to correct asset discrepancies based on knowledge of business rules
• Coordinate shipping telehealth devices while ensuring accurate inventory

Requirements

• Strong organizational and follow-up skills
• Superior customer service skills, with a strong desire to provide the highest quality of service to customers
• Strong Microsoft Office skills
• Experience working in help desk ticketing platforms/systems, with the ability to type and document notes in real-time while engaged with customers on the phone
• The ability to maintain a calm composure and customer focus while troubleshooting and solving issues with frustrated end-users who may have little understanding of technology
• The ability to work successfully as part of a team
• The ability to keep sensitive and confidential material private
• Regular and reliable attendance is required
• A problem-solving mindset with an initiative to drive improvement by detailed suggestions and/or research of tools and other efficiency-gaining opportunities
• Strong oral and written communication skills
• The ability to work cross-functionally with multiple departments