VBMS Help Desk Pro - First-Line Support & Tickets

247Hire; Springfield (IL); On-site; USD 42,000 - 62,000; Full time

Job summary

247Hire is seeking a Help Desk Support Specialist to provide first-level support for the Veterans Benefit Management System (VBMS). You will handle inquiries via phone, email, and web-based channels, create and manage support tickets, and ensure timely incident resolution.

Ideal candidates have 3+ years in help desk or application support, strong customer service skills, and experience with enterprise or SaaS applications. Experience with ServiceNow or ITIL is a plus.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Help Desk Experience

Application Support

Customer Service

Ticketing Systems

Communication Skills

Independent Work

Team Player

Problem Solving

Job description

247Hire is seeking a Help Desk Support Specialist to provide first-level support for the Veterans Benefit Management System (VBMS). You will handle inquiries via phone, email, and web-based channels, create and manage support tickets, and ensure timely incident resolution.

Ideal candidates have 3+ years in help desk or application support, strong customer service skills, and experience with enterprise or SaaS applications. Experience with ServiceNow or ITIL is a plus.