Tier 1 Help Desk Technician Bossier City LA
Job Location:
Bossier, LA - USA
Hourly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
As a Tier 1 Help Desk Technician you will serve as the first point of contact for VA end users requiring technical assistance. You will support customers through multiple communication channels including phone email chat text and self-service portals while ensuring timely resolution and escalation of incidents and service requests.
This role is ideal for customer-focused professionals who thrive in fast-paced environments and are passionate about delivering exceptional support experiences.
- Handle incoming support requests via phone email chat text and web portal submissions
- Serve as the primary point of contact for end users regarding incidents and service requests
- Create document categorize prioritize and track tickets through resolution
- Provide end-to-end ownership of incidents and service requests
- Escalate issues to appropriate support teams when necessary
- Maintain communication with users throughout the ticket lifecycle
- Perform warm transfers to resolver groups as required
- Ensure timely response and resolution based on priority and impact
- Support business-critical and high-priority requests according to established procedures
- Health insurance
- Dental insurance
- Vision insurance
- Life Insurance
- 401(k) Retirement Plan with matching
- Paid Time Off
- Paid Federal Holidays
- Must be a U.S. Citizen
- Must reside in Louisiana and be able to work on-site in Bossier City LA
- Must be eligible to obtain a Public Trust Clearance (federal background investigation)
- Bachelors degree preferred; equivalent experience may be substituted
- Strong customer service and communication skills
- Ability to support customers through phone email chat and text channels
- Demonstrated ability to provide accurate information and achieve high first-call resolution rates
- Ability to work effectively in a fast-paced team-oriented environment
- 1 year of Help Desk Service Desk or Call Center experience
- Experience using ServiceNow or similar ticketing systems
- Previous experience supporting a federal government customer
- Technical troubleshooting experience
- Training is provided
- Employment is contingent upon successful completion of the federal background process
- Position supports a 24x7x365 operation; schedules may vary based on business needs
Required Experience:
IC
About Company
SteerBridge 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, disab ... View more
