Receives inbound telephone calls from and responds to veterans, their family members and/or legal representatives, the public, and VA employees concerning VA and related non-VA benefits available to Veterans, dependents and of Veterans, and beneficiaries. Help Desk call inquiries involve a broad range of topics including, Veteran benefits, eligibility requirements, and related topics.
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/25/2025. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-07 position you must have served 52 weeks at the GS-06. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience and/or education as described below: Specialized Experience GS-07: You must have one year of specialized experience equivalent to at least the next lower grade GS-06 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Provides instructions to Veterans, Caregivers, and VA staff on VA eligibility, benefits, healthcare related websites, and mobile tools. Appropriately documents issues and resolutions in appropriate system of record. Reports and escalates system issues when discovered to appropriate personnel. Explains the process of filing claims for benefits, eligibility requirements, forms, and other relevant information. Provide timely feedback to customers on task statuses, resolution actions, and preventative measures. You will be rated on the following Competencies for this position: Administration and Management Oral Communication Problem Solving Technical Competence Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: The work is sedentary with no special physical demands. The employee is often required to talk for some long periods of time. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
Duties: Assists in triage and resolution of trouble issues reported such as password resets, website and mobile application usability, navigation, and troubleshooting of features and functionality. Performs research and utilizes technical references and VA records systems available to resolve identified issues. Conducts analysis and review of Help Desk call center resources, processes and procedures. Identifies the need for new or modified phone scripts and submits change requests accordingly. Gathers data, prepares reports, and makes recommendations for changes in call center operations. Serve as Subject Matter Expert (SME) on Help Desk call center processes and procedures. Attend assigned business line meetings, conference calls, and discussions in preparation for Help Desk product changes as it pertains to MHV, eBenefits, Mobile applications, and/or other related programs. Other Duties Assigned and in Position Description (PD) Work Schedule: Full-time, 40 hours per week, Monday through Friday, 8 hour shift between 6:45 am - 7:15 pm. Official tour of duty will be selected based on business needs and will start after training is completed. Telework: This position may be authorized for Telework. Telework eligibility will be discussed during the interview process. This position may be authorized for Telework. Telework eligibility will be discussed during the interview process. Remote: This is position is not a remote position Virtual: This is not a virtual position. Position Description/PD#: Contact Representative/PD07468A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized