Tier 1 Help Desk Technician - Bossier City LA

Job description

**SteerBridge is a modern technology company delivering innovative, mission‑focused solutions to the U.S. Government and private sector.** Leveraging deep expertise in federal acquisition, digital transformation, and emerging technologies, we deliver agile, commercial‑grade capabilities that accelerate operational effectiveness and drive measurable mission success. At the core of SteerBridge is our people—especially the veterans whose leadership, problem‑solving mindset, and commitment to excellence elevate every project we support. We don’t simply hire exceptional talent; **we cultivate it**, creating meaningful career pathways for veterans, military spouses, and professionals who share our passion for advancing technology and strengthening the missions we serve. ### Position Overview 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. ### Key Responsibilities - 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. ### Required Qualifications - 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). - Bachelor's 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. ### Preferred Qualifications - 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. ### Additional Information - 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. ### Benefits - Health insurance - Dental insurance - Vision insurance - Life Insurance - 401(k) Retirement Plan with matching - Paid Time Off - Paid Federal Holidays