[Hiring] Help Desk Associate @RP Pro Services
Mar 28, 2025 - RP Pro Services is hiring a remote Help Desk Associate. 💸 Salary: unspecified. 📍Location: USA.
Role Description
RP is seeking a Help Desk Associate to support the Department of Veterans Affairs (VA). This role is ideal for a customer-focused professional who can efficiently resolve technical issues while delivering exceptional service. The Help Desk Associate will provide frontline support to end-users, troubleshoot IT-related issues, and ensure users have access to the tools and systems they need to succeed. This position is contingent upon the contract being awarded to RP Professional Services.
- Provide first-line support for technical issues, resolving or escalating as needed.
- Respond to help desk tickets, emails, and phone inquiries in a timely and professional manner.
- Assist users with hardware, software, and network troubleshooting.
- Guide users through basic troubleshooting steps and provide clear instructions to resolve common IT problems.
- Document incidents, solutions, and resolutions accurately in the ticketing system.
- Maintain accurate records of all help desk inquiries, documenting the problem description, resolution steps, and final status.
- Track and monitor all reported issues through resolution, providing timely updates to users.
- Assist in establishing, modifying, or disabling user accounts in alignment with security policies.
- Contribute to the development and maintenance of a Help Desk Guide, ensuring FAQs and common issue resolutions are regularly updated.
- Provide proactive updates to users on the status of their inquiries and participate in customer satisfaction initiatives.
- Collaborate with IT teams to escalate complex issues and track progress to resolution.
- Support onboarding activities by setting up new user accounts, configuring workstations, and installing required software.
Qualifications
- High school diploma or equivalent; additional technical certifications preferred.
- Minimum of 1 year of experience in a customer service or IT support role.
- Strong troubleshooting skills with the ability to resolve common hardware and software issues.
- Experience using ticketing systems such as ServiceNow, Jira, or other similar platforms for tracking and reporting.
- Excellent communication skills and ability to provide clear instructions to non-technical users.
- Must be eligible to undergo and pass a Public Trust clearance.
Requirements
- Experience supporting government or healthcare IT environments preferably the Department of Veterans Affairs.
- Certifications such as CompTIA A+, CompTIA Security+, or ITIL Foundation.
- Experience providing structured feedback to improve user guides, FAQs, and troubleshooting documentation.
Benefits
- Health Benefits: Medical, Vision, Dental
- Up to 4% retirement match with 100% vesting
- Company paid STD and LTD
- Company paid basic life insurance
- Competitive PTO package
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
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Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
unspecified
|
Posted
Mar 28, 2025
|
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
