Job description

SteerBridge is a modern technology company delivering innovative, mission‑focused solutions to the U.S. Government and private sector. Leveraging deep expertise in federal acquisition, digital transformation, and emerging technologies, we deliver agile, commercial‑grade capabilities that accelerate operational effectiveness and drive measurable mission success. At the core of SteerBridge is our people—especially the veterans whose leadership, problem‑solving mindset, and commitment to excellence elevate every project we support. We don’t simply hire exceptional talent; we cultivate it , creating meaningful career pathways for veterans, military spouses, and professionals who share our passion for advancing technology and strengthening the missions we serve. Position Overview As a Tier 1 Help Desk Technician, you will serve as the first point of contact for VA end users requiring technical assistance. You will support customers through multiple communication channels including phone, email, chat, text, and self-service portals while ensuring timely resolution and escalation of incidents and service requests. This role is ideal for customer-focused professionals who thrive in fast-paced environments and are passionate about delivering exceptional support experiences. Key Responsibilities Serve as the primary point of contact for end users, responding to incidents and service requests received through phone, email, chat, text, and web portal channels. Create, document, categorize, prioritize, and track support tickets from initial submission through resolution. Maintain end-to-end ownership of incidents and service requests, ensuring timely response and resolution based on priority, impact, and established service procedures. Troubleshoot and resolve user issues within the scope of the service desk, escalating complex issues to appropriate resolver groups and providing warm transfers when required. Maintain clear and timely communication with users throughout the ticket lifecycle, including status updates and resolution information. Support business-critical and high-priority incidents and requests in accordance with established escalation and response procedures. Required Qualifications Eligibility requirements: U.S. citizenship is required for this position under applicable federal contract requirements. Candidate must also be able to obtain and maintain a Public Trust clearance as required for the role. Strong customer service, interpersonal, and written and verbal communication skills. Ability to effectively support customers through multiple communication channels, including phone, email, chat, and text. Demonstrated ability to provide accurate information, troubleshoot customer issues, and support high first-contact resolution rates. Ability to manage multiple requests and work effectively in a fast-paced, team-oriented support environment. Preferred Qualifications 1+ year of experience in a Help Desk, Service Desk, Call Center, or similar customer support environment. Experience using ServiceNow or a similar ticketing or IT service management (ITSM) platform. Previous experience supporting federal government customers or programs. Experience troubleshooting common technical, system, or end-user issues. Additional Information Training will be provided. Employment is contingent upon successful completion of the required federal background investigation process. This position supports a 24x7x365 operation, and work schedules may vary based on operational and business needs. Benefits Health insurance Dental insurance Vision insurance Life Insurance 401(k) Retirement Plan with matching Paid Time Off Paid Federal Holidays SteerBridge is proud to be an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace where all qualified applicants and employees are treated with respect and dignity—regardless of race, color, gender, age, religion, national origin, ancestry, disability, veteran status, genetic information, sexual orientation, or any other characteristic protected by law. We also provide reasonable accommodations for individuals with disabilities in accordance with applicable laws. If you require assistance during the application process, we encourage you to reach out so we can support your needs.

Requirements

Must-haves

Position Overview
This role is ideal for customer-focused professionals who thrive in fast-paced environments and are passionate about delivering exceptional support experiences.
Serve as the primary point of contact for end users, responding to incidents and service requests received through phone, email, chat, text, and web portal channels.
Create, document, categorize, prioritize, and track support tickets from initial submission through resolution.
Maintain end-to-end ownership of incidents and service requests, ensuring timely response and resolution based on priority, impact, and established service procedures.
Troubleshoot and resolve user issues within the scope of the service desk, escalating complex issues to appropriate resolver groups and providing warm transfers when required.
Maintain clear and timely communication with users throughout the ticket lifecycle, including status updates and resolution information.
Support business-critical and high-priority incidents and requests in accordance with established escalation and response procedures.
Strong customer service, interpersonal, and written and verbal communication skills.
Ability to effectively support customers through multiple communication channels, including phone, email, chat, and text.
Demonstrated ability to provide accurate information, troubleshoot customer issues, and support high first-contact resolution rates.
Ability to manage multiple requests and work effectively in a fast-paced, team-oriented support environment.
1+ year of experience in a Help Desk, Service Desk, Call Center, or similar customer support environment.
Employment is contingent upon successful completion of the required federal background investigation process.

Nice-to-haves

Experience using ServiceNow or a similar ticketing or IT service management (ITSM) platform.
Previous experience supporting federal government customers or programs.
Experience troubleshooting common technical, system, or end-user issues.
Additional Information
Training will be provided.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

agile

Platform: lever
Effort: quick

Benefits

Benefits detected in the listing.

Health Insurance

Dental

Vision

401(K)

Paid Time Off