Tier 1 Support Specialist
New
O
OddballFederal Software
RemoteFull-TimeEntry
Salary$60,000 – $100,000
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Job Details
- Required Skills
- JiraDocumentationTroubleshootingTechnical supportZendeskServiceNow
Requirements
- Bachelor’s Degree
- Experience providing technical support in a fast-paced environment
- Familiarity with ticketing systems such as Jira, ServiceNow, or Zendesk
- Ability to explain technical issues clearly to non-technical users
- Familiarity with web applications, user accounts, and common troubleshooting techniques
- Strong attention to detail and follow-through on open issues
- Ability to thrive in a remote, collaborative environment
- Strong verbal and written communication skills
Responsibilities
- Serve as the first point of contact for support requests via ticketing system, email, or chat
- Troubleshoot and resolve common issues related to account access, site functionality, and general platform inquiries
- Document incidents, track resolution progress, and communicate updates to stakeholders
- Escalate complex issues to Tier 2/3 support or engineering teams with clear, detailed context
- Monitor system alerts and flag potential problems before they escalate
- Maintain and improve knowledge base articles, FAQs, and user documentation to reduce recurring issues
- Support end users navigating VA.gov features and tools
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