Job Description

Salary: 67,993

This position closes on 07/07/2025

OVERVIEW:

The Veterans Canteen Service (VCS) at the Jefferson Barracks VA Medical Center in St. Louis, MO, is currently conducting a recruitment search for the position of Help Desk Specialist. As a Help Desk Specialist in the Business Operations and Support Division, you will be responsible for providing systems technical support to the VCS field and Central Office. This position must be flexible and willing to change tour of duty, on an ad hoc basis and with short notice, based on business needs and operational coverage. An ad hoc tour may start as early as 6 am CST.

  DUTIES:

• Troubleshooting Coordination : Coordinate with divisions to troubleshoot and resolve issues in divisional support systems.
• Research and Problem Resolution : Perform standard and complex research using agency operating systems to resolve recurring problems.
• Ticket Management and Support : Serve as the main contact for field and central office; manage, analyze, and resolve call tickets that local teams cannot handle.
• Issue Escalation : Determine when to escalate issues to other departments or contractors, creating service requests and change orders as needed.
• Documentation and Reporting : Develop and maintain testing and training guides, analyze call ticket trends, and report findings to leadership

QUALIFICATION REQUIREMENTS :

•   Experience : Minimum of 1 year of relevant experience in a Help Desk or similar support role.
• Technical Skills : Proficient with Microsoft Office (Excel, Outlook, Word), POS systems, and general computer applications.
• Multitasking & Time Management : Ability to handle multiple tasks efficiently and meet tight deadlines.
• Communication : Strong verbal, written, and electronic communication skills, including face-to-face and phone interactions.
• Operational Analysis : Skilled in evaluating office operations to enhance productivity and efficiency in administrative support.
• T icketing Systems : Experience in reviewing, managing, and routing system tickets through to resolution.
• Customer Service : Demonstrated ability to provide outstanding customer service.

Participation in the seasonal influenza vaccination program is required for all Department of Veterans Affairs Health Care Personnel (HCP). Participation in the seasonal influenza program is a condition of employment. It is a requirement that all HCP receive the annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons.

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