Tier 1 Support Specialist

About the role

We are seeking a Tier 1 Support Specialist to join our VA.gov Platform team. This role serves as the first line of support for Veterans and their families, ensuring the platform is stable, reliable, and accessible.

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
• Maintain and improve knowledge base articles, FAQs, and user documentation to reduce recurring issues
• Support end users navigating VA.gov features and tools

Requirements

• Experience providing technical support in a fast-paced environment
• Comfortable with ticketing systems like 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
• Thrives in a remote, collaborative environment and genuinely enjoys helping people solve problems
• Communicates clearly and openly, whether writing up an incident report or walking a user through a fix
• Performs other related duties as assigned