• Perform analysis of a given problem report and determine where the problem is, its cause, solution or recommend effective workaround where applicable • Act as an escalation point for client Subject Matter Experts • Interact with users facing technical issues via electronic communication (chat, phone, email, or case tracking system) • Conduct thorough research and implement appropriate solutions by referring to user guides, technical manuals, and other relevant documents • Identify and correct improperly configured installations • Replicate, diagnose, and resolve technical problems experienced by users • Create, update, and resolve support cases within defined Service Level Objectives • Improve product/tool design and functionality through creation of Software Defect reports and Feature Enhancement reports • Create Support documentation, including FAQs and Knowledge-based Articles • Participate in collaborative troubleshooting sessions

Overview GovCIO is currently hiring for a RES Help Desk Engineer to work first shift supporting the modernization effort of a legacy system within the Veteran Readiness & Employment Service within the Department of Veteran Affairs (VA). This position will be full-time and fully remote. The hours of the position are 7am to 4pm EST. Responsibilities The RES Help Desk Engineer performs daily activities that are vital to the operation and support of Veteran Affairs for a new system acting as the primary support contact, responsible for troubleshooting, documenting, and resolving technical issues related to the new software/hardware. The Engineer will facilitate user adoption by conducting training, writing documentation, and ensuring system uptime through prompt, professional, and courteous technical support. - Resolution of help desk tickets received from the end users. - Interacting with end users in a professional manner. - Escalation of issues to VA (Veteran Affairs) stakeholders. - Development, review, and maintenance of help desk process, knowledge artifacts, and other documentation. - Collaboration across entire project team functional areas to ensure help desk is in alignment with the evolving product as new features are developed and released. - Generates help desk reports, maintaining content on SharePoint sites, and end user/help desk training session planning and coordination. - Work directly with the Project Manager, developers, Office of Information & Technology, and other government staff to maintain daily operations. - Escalate issues to the Project Manager as needed. - Create reports from gathered and logged metrics for content requests, Customer Service support, and/or web analytics. - Manage and track the suspended-user process. - Provide support from 7 a.m. – 4 p.m. (Eastern Time) Mondays through Fridays except for Federal Holidays. Qualifications - Qualifications Required Skills and Experience - Bachelor's degree with 2 - 5 years (or commensurate experience) - Proficiency in MS Word, Excel, and PowerPoint - Organized, self-directed, and able to work with minimal supervision·        - Strong understanding of help desk and ticketing system (ServiceNow) - Strong communication skills for professional interactions with end users and stakeholders - Customer-centric approach to resolve issues efficiently while maintaining user satisfaction - Ability to work with cross-functional teams, including project managers, developers, and IT staff - Dependability for providing support during designated hours, ensuring timely response and resolution - Minimum of 2 years of experience supporting public-facing helpdesk or equivalent - At least 5 years total professional experience - Support & Training: Serve as the initial point of contact for end-users regarding the new system, providing support via phone, email, or in-person. Develop, maintain, and conduct training sessions and user manuals. - Troubleshooting & Diagnosis: Diagnose, troubleshoot, and resolve issues related to the new system, including software glitches, access problems, and integration issues. - Ticket Management: Log all inquiries in the ticketing system, tracking issues from initiation to resolution to identify recurring issues and improve system performance. - System Configuration & Maintenance: Assist with user account setup, permissions, and system configurations. Ensure the new system is properly updated. - Escalation: Escalate complex, unresolved issues to developers or tier 2 IT support with detailed documentation. - Documentation: Maintain up-to-date documentation on user procedures, FAQs, and system known-issues. - Technical Proficiency: Strong understanding of IT systems, troubleshooting protocols, and familiarity with [Insert System Type, e.g., Windows/macOS, cloud software, etc.]. - Communication: Excellent verbal and written communication skills to explain technical processes to non-technical users. - Problem-Solving: Strong analytical skills to diagnose issues. - Experience: Previous experience in a help desk or IT support role. Clearance Required: - Ability to obtain and maintain a Suitability/Public Trust clearance. Company Overview GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer? What You Can Expect Interview & Hiring Process If you are selected to move forward through the process, here’s what you can expect: - During the Interview Process - Virtual video interview conducted via video with the hiring manager and/or team - Camera must be on - A valid photo ID must be presented during each interview - During the Hiring Process - Enhanced Biometrics ID verification screening - Background check, to include: - Criminal history (past 7 years) - Verification of your highest level of education - Verification of your employment history (past 7 years), based on information provided in your application Employee Perks At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including: - Employee Assistance Program (EAP) - Corporate Discounts - Learning & Development platform, to include certification preparation content - Training, Education and Certification Assistance* - Referral Bonus Program - Internal Mobility Program - Pet Insurance - Flexible Work Environment *Available to full-time employees Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets. Posted Pay Range The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors. Posted Salary Range USD $60,000.00 - USD $68,000.00 /Yr.

• Review customer configurations and debug VCL logic and Compute (Wasm) applications. • Guide customers through the Fastly Control Panel, RBAC configurations, and custom observability dashboards. • Resolve technical inquiries across email, chat, and Slack with a target first response time (FRT) of less than 30 minutes. • Educate customers on edge architecture and troubleshooting methodologies. • Resolve technical inquiries across email, chat, and portal engagements. • Recognize when to ask for help and properly escalate support cases. • Monitor metrics during large network events and proactively report degradation.

• Serve as the first point of contact for customers via various channels such as email, chat, and video conferencing tools • Provide prompt assistance to customers by actively listening to their concerns and inquiries • Identify, troubleshoot, and resolve customer issues promptly and effectively • Collaborate with cross-functional teams, including Product, R&D, and Customer Success • Document and maintain detailed records of customer inquiries and resolutions in Zendesk • Stay up-to-date with product knowledge, policies, and industry trends • Contribute to the development and maintenance of customer support resources