Provide Tier 1 Help Desk support to users of the Department of Veteran Affairs’ VetPro credentialing and privileging software. This position is located in the Durham/Research Triangle Park area in North Carolina. The office is a federal VA office. The incumbent works under the direction of the By Light Project Manager for the VetPro Maintenance and Administration contract and performs technical phone, email, and trouble ticket support as part of a service desk team.

Examples of the primary duties and responsibilities include, but are not limited to:

• Provide customer support via telephone, email, and tickets to resolve user issues with accessing VetPro, entering information into VetPro, or performing maintenance and reporting functions with VetPro.
• Use trouble ticketing system effectively to track, update, diagnose, and/or resolve incidents reported by the customer (Providers and Coordinators)
• Escalate high-priority incidents to the VA Tier 2 Help Desk Specialists and management as appropriate via the ticketing system, email, phone or other means as needed;
• Maintain familiarity with the VetPro application and related policies.

• 1-3 years of customer service experience.
• High School Diploma or GED
• Proficiency of Microsoft Office

• Desired: College degree
• Experience with credentialling and privileging a plus
• Ability to learn and follow VHA policy, Health Insurance Portability and Accountability Act (HIPAA) rules, and Privacy Act requirements
  
• Ability to provide customer service in multiple modalities (phone, email, etc.)
  
• Fluency in speaking and writing in English

• Ability to obtain and maintain a Public Trust