Tier 1 Helpdesk Support Specialist (VA Cleared)

This role provides frontline technical support for an AI-powered clinical intelligence platform supporting the U.S. Department of Veterans Affairs (VA). This position is responsible for delivering high-quality customer service, resolving basic technical issues, and ensuring seamless system access and usability for end users.

Do you have experience in Video communication?, Do you have a High school diploma or GED?, At Privateer IT, we are always looking for talented individuals who thrive on big ideas and bold action.

As a seasoned Tier 1 Helpdesk Support Specialist with 1-3 years of experience, you bring a passion for innovation and a commitment to delivering exceptional results. You are driven by outcomes, obsessed with quality, and focused on using innovation as a key driver for client satisfaction and high-performance delivery. Here, you will find the opportunity to grow as a professional in a collaborative, team-oriented environment, where your contributions will have a direct impact on mission-critical projects that make a difference to the citizens we serve. Ready to leave your mark with us?

• U.S. Citizenship with the ability to obtain and/or maintain the security clearance level stated below is required for this specific opportunity. Privateer IT, LLC is unable to sponsor at this time., The ideal candidate brings prior helpdesk or service desk experience, strong communication and problem-solving skills, and an active VA clearance. This is a remote position open to candidates located anywhere within the United States, including the District of Columbia., * 1-3 years of helpdesk or technical support experience supporting end users
• Active/current VA clearance (required)
• Experience using ticketing systems and documenting support interactions
• Basic understanding of application troubleshooting and user access management
• Strong verbal and written communication skills
• Ability to work in a fast-paced, customer-focused environment, High School Diploma or equivalent
• Clearance:

Active/Current VA clearance

• Years of Professional Experience:

1-3 years

Nice If You Have:

• Experience supporting healthcare or clinical systems
• Familiarity with AI-based applications or SaaS platforms
• Knowledge of VA systems or federal IT environments
• IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus

Core Competencies

• Customer Service Excellence
• Problem Solving & Troubleshooting
• Attention to Detail and Documentation Accuracy
• Time Management and Prioritization
• Team Collaboration

Work Environment

• May include shift-based schedules to support operational coverage
• Remote or onsite work depending on contract requirements
• Must adhere to all VA security and compliance standards, * Strength & Endurance: Ability to lift, carry, or move objects up to [specific weight requirement, e.g., 50 lbs]. Requires prolonged standing, walking, or physical activity for extended periods (e.g., up to 8 hours).
• Vision & Hearing: Must have the ability to see small details or distinguish colors and communicate clearly in person, via telephone, or during video teleconferences.
• Sensory Requirements: Ability to talk, listen, and speak clearly on the phone or in video calls.
• Repetitive Tasks: Involves performing repetitive tasks, such as typing, data entry, or similar actions.
• Posture & Positioning: Requires the ability to kneel, bend, stoop, or squat regularly., * ADA, FMLA Compliance: Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA, and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
• Attendance: Ability to maintain regular, punctual attendance in alignment with ADA, FMLA, and other federal, state, and local standards.

At Privateer IT, we’re a premier provider of IT and advisory services, specializing in delivering digital transformation solutions to Civilian, Defense, and Intelligence agencies across the federal sector. Driven by a future-focused vision and a mission built on service, we bridge capability gaps and enable our customers to operate more efficiently, innovate faster, and adapt to change with agility. Whether our clients are just starting their modernization journey or are deep into the process, we serve as their trusted partner, helping them navigate the path to success.

Why Privateer IT?

At Privateer IT, we’re more than just a team - we’re a community of driven, skilled, and passionate individuals who work together to achieve extraordinary results. What sets us apart is our collective commitment to excellence and our belief that every person plays a crucial role in our shared success. As a company built on collaboration and innovation, we empower each other to push boundaries and drive impactful change.

We take pride in creating a workplace where people can thrive, both professionally and personally. Our comprehensive benefits package is designed to support your overall well-being - from physical and mental health to financial security - so you can bring your best self to work every day. At Privateer IT, we are growth-minded and entrepreneurial in spirit, always striving to create a culture of inclusion, opportunity, and continuous learning.

No matter your background, role, or stage in your career, you’ll find plenty of room to grow, challenge yourself, and take on new opportunities as we expand. Join us and be part of something bigger, where your potential is limitless, and your contributions matter., To be considered for employment at Privateer IT, applicants based in the U.S. must have work authorization that does not require current or future visa sponsorship for employment authorization. Candidates who are currently employed by one of our clients or an affiliated Privateer IT business may not be eligible for consideration for certain roles.

We are committed to fair and equal-opportunity hiring practices. As such, applicants are not required to disclose sealed or expunged records of conviction or arrest during the hiring process. A criminal conviction history does not automatically disqualify candidates from employment at Privateer IT.

We uphold a strict policy of non-retaliation regarding pay discussions. Employees and applicants will not be discriminated against or subjected to adverse action for inquiring about, discussing, or disclosing their pay or the pay of others. Employees with access to compensation information as part of their job functions are prohibited from disclosing such information to those without access unless required by law or in response to a formal complaint, investigation, or legal duty., Privateer IT strives to provide the best quality infrastructure, governance, consulting, and analysis of information and communication technologies to every business or organization to support its mission. Founded in 2014 by Jerry Bennett, a U.S. Navy Submarine Veteran. He wanted to reflect this unique background and in early 2015, Privateer IT achieved CVE certification as a Service-Disabled Veteran-Owned Small Business. Additionally, Privateer achieved status as an SBA HUBZone business.