Help Desk Support Specialist

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.

• 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.

• 3+ years of Help Desk or Customer Support experience.
• 3-5 years of Application Support experience.
• Experience supporting business applications.
• Experience troubleshooting enterprise or SaaS applications.
• Strong customer service and communication skills.
• Basic application troubleshooting skills.
• Experience using ticketing systems.
• Ability to work independently and as part of a team.
• Good problem-solving and analytical skills.

• ITIL Foundation certification.
• Experience with Service Now.
• Experience with SaaS platforms.
• Experience supporting government or public sector applications.