Tier 1 Help Desk Technician - El Paso TX

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** In partnership with General Dynamics Information Technology (GDIT), SteerBridge is supporting the Department of Veterans Affairs (VA) in its commitment to creating an interactive experience for its technology users that is easy, pleasant, effective, and personalized. As part of this commitment, the VA is seeking to improve its efficiency and effectiveness of interactions by transitioning Tier-1, Enterprise Service Desk (ESD) Services to the team at GDIT. The scope of the ESD is to provide support to all End Users and VA designated executives / VIP End Users, on a 24x7x365 basis. As a Tier 1 Help Desk Technician, you will assist in operating an environment where all incidents, problems, requests, change and service requests for end-users are received, monitored, tracked, and worked to resolution, or handed over to other resolving stakeholders/parties as required. **Key Responsibilities** - Task and responsibilities in this role include, but are not limited to the following: - Handle incoming contacts via electronic media such as: Telephone (via toll-free access numbers), Electronic mail, SMS/text messaging, Web-Chat submissions, Self-service web portal - Act as the single interface and Single Point of Contact (SPOC) for all communications with - and between end-users and resolver groups regarding all incidents and tickets. - Provide end-to-end ownership and ticket management through either direct resolution or escalation / interaction with appropriate resolver groups. - Provide end-to-end ownership of all tickets, including logging, categorizing, prioritizing, and recording resolutions. - Provide timely response to all tickets based on priority and impact. - Communicate status of incidents to end-users as status changes. - Transfer the incident to the appropriate work queue as required. - Immediately perform a warm transfer to the appropriate application resolver group for applications issues. - Provide and maintain ownership of service request (SR) lifecycle (end-to-end ownership) and provide timely response to SR’s based on priority. - Communicate status of SRs to end-users as status changes. - Transfer the SR to the appropriate resolver group as required. - Maintain oversight for monitoring, controlling, and ensuring timely resolution of SRs. - Escalate urgent, business critical, and VIP (if option exercised) SRs according to established procedures. **Required Qualifications** - Must be a US Citizen. - Bachelor's Degree preferred, but equivalent experience in lieu of degree acceptable. - Must be a resident of Kentucky, Louisianna, or Texas. - Must be to work from local GDIT office as required. - Must be eligible and able to obtain a Public Trust Clearance (i.e., pass a federal background check). - Must possess multi-channel skill sets: phone, email, text, and chat. - Demonstrated experience in providing accurate information to customers, enabling a high first call resolution rate. - Must be skilled in providing courteous, customer-friendly, high-quality service. **Preferred Qualifications** - 1+ year Help Desk work experience. - Experience with ServiceNow ticketing system. - Previous experience working on civilian federal government agency contract(s). ### Benefits - Health insurance - Dental insurance - Vision insurance - Life Insurance - 401(k) Retirement Plan with matching - Paid Time Off - Paid Federal Holidays