Computer Operator

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

• 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.
• 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.
• 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.
• 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.