Help Desk Support Specialist

• Springfield
• Remote

Position Summary

The Help Desk Support Specialist provides first-level support to users of the Veterans Benefit Management System (VBMS). This role helps users resolve system issues answers questions manages support tickets and ensures timely resolution of incidents and service requests. The specialist supports users through phone email and web-based support channels.

Key Responsibilities

• Serve as the first point of contact for user issues and questions.
• Respond to support requests through phone email and ticketing systems.
• Create track and update support tickets.
• Troubleshoot application login and access issues.
• Assist users with claims documents reports and portal usage.
• Escalate complex issues to technical teams.
• Support user account creation updates and deactivation.
• Maintain support documentation and knowledge articles.
• Ensure incidents are resolved within defined SLAs.
• Support system training and user adoption activities.
• Generate service desk and support reports.