RES Help Desk Engineer - EST; Remote

Overview

GovCIO is currently hiring for a RES Help Desk Engineer to work first shift supporting the modernization effort of a legacy system within the Veteran Readiness & Employment Service within the Department of Veteran Affairs (VA). This position will be full-time and fully remote. The hours of the position are 7am to 4pm EST.

The RES Help Desk Engineer performs daily activities that are vital to the operation and support of Veteran Affairs for a new system acting as the primary support contact, responsible for troubleshooting, documenting, and resolving technical issues related to the new software/hardware. The Engineer will facilitate user adoption by conducting training, writing documentation, and ensuring system uptime through prompt, professional, and courteous technical support.

• Resolution of help desk tickets received from the end users.
• Interacting with end users in a professional manner.
• Escalation of issues to VA (Veteran Affairs) stakeholders.
• Development, review, and maintenance of help desk process, knowledge artifacts, and other documentation.
• Collaboration across entire project team functional areas to ensure help desk is in alignment with the evolving product as new features are developed and released.
• Generates help desk reports, maintaining content on SharePoint sites, and end user/help desk training session planning and coordination.
• Work directly with the Project Manager, developers, Office of Information & Technology, and other government staff to maintain daily operations.
• Escalate issues to the Project Manager as needed.
• Create reports from gathered and logged metrics for content requests, Customer Service support, and/or web analytics.
• Manage and track the suspended-user process.
• Provide support from 7 a.m. – 4 p.m. (Eastern Time) Mondays through Fridays except for Federal Holidays.

Required Skills and Experience

• Bachelor’s degree with 2 - 5 years (or commensurate experience)
• Proficiency in MS Word, Excel, and Power Point
• Organized, self‑directed, and able to work with minimal supervision·
• Strong understanding of help desk and ticketing system (Service Now)
• Strong communication skills for professional interactions with end users and stakeholders
• Customer‑centric approach to resolve issues efficiently while maintaining user satisfaction
• Ability to work with cross‑functional teams, including project managers, developers, and IT staff
• Dependability for providing support during designated hours, ensuring timely response and resolution
• Minimum of 2 years of experience supporting public‑facing helpdesk or equivalent
• At least 5 years total professional experience
• Support & Training: Serve as the initial point of contact for end‑users regarding the new system, providing support via phone, email, or in‑person. Develop, maintain, and conduct training sessions and user manuals.
• Troubleshooting & Diagnosis: Diagnose, troubleshoot, and resolve issues related to the new system, including software glitches, access problems, and integration issues.
• Ticket Management: Log all inquiries in the ticketing system, tracking issues from initiation to resolution to identify recurring issues and improve system performance.
• System Configuration & Maintenance: Assist with user account setup, permissions, and system configurations. Ensure the new system is properly updated.
• Escalation: Escalate complex, unresolved issues to developers or tier 2 IT support with detailed documentation.
• Documentation: Maintain up‑to‑date documentation on user procedures, FAQs, and system known‑issues.
• Technical Proficiency: Strong understanding of IT systems, troubleshooting protocols, and familiarity with [Insert System Type, e.g., Windows/macOS, cloud software, etc.].
• Communication: Excellent verbal and written communication skills to explain technical processes to non‑technical users.
• Problem‑Solving: Strong analytical skills to diagnose issues.
• Experience: Previous experience in a help desk or IT support role.

• Ability to obtain and maintain a Suitability/Public Trust clearance.

GovCIO is a team of transformers—people who are passionate about transforming government IT. Every…