• Respond to IT support requests by email, chat and phone • Troubleshoot common hardware, software and login issues • Log tickets clearly and keep users updated on progress • Escalate trickier problems to senior technicians • Help set up accounts, devices and access for new staff • Write simple how-to notes for recurring questions

• Serve as the primary point of contact for IT and application support, including troubleshooting and guidance on standard workflows, policies, and procedures. • Provide timely and effective user support via phone and ticketing system. • Manage incoming support requests through calls, email tickets, and screen sharing to assist end users with system functionality and configuration. • Identify and communicate operational inefficiencies, providing feedback and root cause analysis related to software, hardware, network configurations, and support workflows. • Accurately document issues and service requests in the ticketing system, supporting transparency and continuous process improvement. • Effectively prioritize and manage multiple tasks while meeting established Service Desk KPIs. • Delivers a high level of customer service by providing clear, empathetic, and solution-oriented support.

• Application Issue Resolution: Analyze application problems, document, resolve or escalate to Tier. • Daily Calls Participation: Engage in daily operational calls with stakeholders to review high-profile issues, updates, and new concerns. • Troubleshooting PC Setup and Browser Optimization: Diagnose and troubleshoot issues related to PC settings, browser optimization, access issues and network problems using remote technology tools. • Track Efforts with VA Enterprise Service Desk (ESD): Use the ServiceNow ticket system to track and manage issues from inception to resolution.

• Respond to inbound service desk calls and self-service support tickets. • Troubleshoot basic hardware, software, network connectivity, access, and endpoint issues. • Document issue details, troubleshooting steps, and resolution status in a ticketing system. • Use prior records and problem-solving skills to help identify root causes. • Escalate unresolved incidents to appropriate Tier 2, Tier 3, or resolver teams. • Provide timely, accurate, and professional support to end users. • Support full-time service desk coverage requirements.