Help Desk Specialist

Overview:

Salary:  $46,366-$57,812

 The Veterans Canteen Service (VCS) at the Jefferson Barracks VA Medical Center in St. Louis, MO is seeking a Help Desk Specialist. As a Help Desk Specialist and member of the Business Operations and Support Division, you will be responsible for providing systems technical support to 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.  Ad hoc tour may start as early as 6am CST.

This position involves a multi-grade career ladder. The major duties listed below represent the full performance level of VC-12. At the VC-10 grade level, you will perform assignments of a more limited scope and with less independence. You will progressively acquire the background necessary to perform at the full performance level of VC-12. Promotion is at the discretion of the supervisor and is contingent upon satisfactory performance

DUTIES:

Duties include, but may not be limited to the following:

• The incumbent coordinates with various divisions on business functional usage of divisional support systems to effectively troubleshoot.
• The incumbent will work with various agency operating systems to perform a full range of standard and non-standard research to assignments to resolve recurring problems.
• The incumbent serves as the point of contact for the field and Central office Divisions issues to open, research, analyze, work, and resolve call tickets as needed for issues that cannot be resolved at the local canteen.
• Receive, classify, route, answer, and respond to end users via call tickets, email, phone, or walk up on issue resolution.
• Determines when appropriate to elevate issue to other departments/contractor support- develops service requests and change orders as required to escalate issues.
• Writes and maintains testing guide and plans for system upgrades and new installations.
• The incumbent writes and maintains training guides, troubleshooting guides, manuals, etc. as required.
• Accesses and provides a trend analysis on call tickets received and provides related
• reporting to leadership.
• Provides excellent customer service to employees, leadership, and vendors.

The VCS Offers:

• Salary commensurate with experience
• Opportunities for growth
• Full Federal benefits package (Health, Life, Retirement, etc.)
• Paid vacation, paid sick days, and ten paid holidays

NOTE: Participation in the seasonal influenza and Coronavirus Disease 2019 (COVID-19) Vaccination programs are requirements 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 COVID-19 vaccination and annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption has been granted. HCP in violation of these directives may face disciplinary action up to and including removal from federal service

HCP for purposes of the influenza vaccination program are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.

HCP for purposes of the COVID-19 vaccination program refers to all paid and unpaid persons who work in or travel to VHA locations who have the potential for direct or indirect exposure to patients or infectious materials, including body substances (e.g., blood, tissue, and specific body fluids); contaminated medical supplies, devices, and equipment; contaminated environmental surfaces; or contaminated air. These HCP may include, but are not limited to, emergency medical service personnel, nurses, nursing assistants, physicians, technicians, therapists, phlebotomists, pharmacists, health professions trainees (HPTs), contractor personnel, and persons (e.g., clerical, dietary, environmental services, laundry, security, maintenance, engineering and facilities management, administrative, billing, and volunteer personnel) not directly involved in patient care but potentially exposed to infectious agents that can be transmitted from HCP and patients. HCP include all VA licensed and unlicensed, clinical and administrative, paid and without compensation, full- and part-time, intermittent, fee basis employees who are expected to perform any or all of their work at these locations. HCP also includes VHA personnel and contractor personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.