Job Details

Computer Operator

Resolution Think is seeking a highly professional and skilled Computer Operator to support our Enterprise Service Desk (ESD) Managed Services contract with the Department of Veterans Affairs (VA). This role supports the VA's initiative to enhance the efficiency of its Tier-1 Enterprise Service Desk, providing 24x7x365 support to all VA End Users and designated executives/VIPs. Our team serves as the Single Point of Contact (SPOC) for all VA-approved technology issues, ensuring VA personnel can conduct their daily business without impediment.

Position Summary:

The Computer Operator will be the frontline representative for Resolution Think LLC, acting as the Single Point of Contact (SPOC) for VA end-users requiring technical assistance. This role requires exceptional customer service, meticulous attention to detail, and proficiency in incident/ticket management using the VA's ITSM tool. You will be responsible for providing accurate, timely, and professional support across various electronic media.

Responsibilities:

Customer Support and Communication

• Handle incoming contacts promptly and professionally via multiple electronic channels, including Telephone (via toll-free access), Electronic mail, SMS/text messaging, Web-Chat submissions, and the Self-service web portal.
• Act as the Single Point of Contact (SPOC) for all communications between end-users and the appropriate resolver groups regarding incidents and service requests.
• Communicate the status of incidents and service requests (SRs) to end-users as changes occur.
• Maintain a professional and courteous manner in all interactions, adhering to established monitoring criteria and customer service standards.
• Develop expertise in handling VA inquiries using scripts and content provided by the Prime Contractor.

Incident and Service Request Management (Ticket Ownership)

• Utilize the VA-provided ITSM tool to perform all incident/ticket management, workflow, and escalations.
• Take ownership of all tickets from initiation to resolution, including logging, categorizing, prioritizing, and recording resolutions.
• Provide a timely response to all tickets and SRs based on established priority and impact levels.
• Transfer incidents to the appropriate work queue as required for resolution.
• Immediately perform a warm transfer to the appropriate application resolver group for all application-related issues.
• Maintain oversight for monitoring, controlling, and ensuring timely resolution of all Service Requests (SRs).
• Escalate urgent, business critical, and VIP SRs according to established procedures.

Knowledge, Research, and Documentation

• Access and utilize self-service knowledge articles, how-to guides, announcements, and FAQs to efficiently assist end-users and facilitate First Contact Resolution (FCR).
• Conduct research of VA-approved sources of information to prepare accurate responses to inbound inquiries.
• Accurately capture complaints in the VA-provided ITSM tool.
• Recognize and report new trends of inquiries to the Prime Contractor to assist in the development of common responses.
• Initiate and monitor trouble tickets and Service Requests (SRs).
• Initiate and introduce workflows within the ITSM tool as directed.
• Record all actions related to an Incident (e.g., response, status, and resolution or escalation) in the VA provided ITSM tool.

Training and Collaboration

• Successfully complete and pass all testing and practicums for the comprehensive training provided by the Prime Contractor on VA programs, systems, applications, and customer service.
• Participate in required status meetings or other ad-hoc meetings with the Prime Contractor's personnel or other stakeholders as directed.
• Assist in updating training materials and content and help conduct corporate-specific training as directed by Prime Contractor's personnel.

Requirements:

• High School Diploma or GED required; associate's or bachelor's degree in a related field is a plus.
• Proven experience in a high-volume Service Desk, Help Desk, or Computer Operator role, preferably supporting a large-scale enterprise environment.
• Demonstrated experience with Incident/Ticket Management and utilizing an IT Service Management (ITSM) tool (experience with the VA-provided tool is a strong plus).
• Excellent verbal and written communication skills with a strong customer service orientation.
• Ability to professionally and accurately handle inquiries across multiple communication channels (phone, email, chat, etc.).
• Strong analytical and problem-solving skills with the ability to achieve First Contact Resolution (FCR) where possible.
• Meticulous attention to detail for logging, categorizing, and maintaining ticket information.
• Must be able to work a 24x7x365 shift schedule (including nights, weekends, and holidays) as the Service Desk operates continuously.
• Must be able to successfully complete and pass all required VA and Prime Contractor training and testing.
• Ability to perform research and leverage knowledge bases effectively.