Key Facts

Remote From:

Virginia (USA)

Category: Technical Support Specialist

Full time

Mid-level (2-5 years)

English

Hard Skills

Help Desk Support System Level Troubleshooting Privileged Access Management RemedyForce (Ticket Management Software) VA Loan Processing Applications Of Artificial Intelligence Software As A Service (SaaS) Veterans Administration Project Collaboration

Other Skills

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Customer Service
•
Communication
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Problem Solving
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Detail Oriented
•
Time Management

Roles & Responsibilities

1-3 years of helpdesk or technical support experience supporting end users
Active/current VA clearance
Experience using ticketing systems and documenting support interactions
Strong verbal and written communication skills

Requirements:

Provide frontline technical support for an AI-powered clinical intelligence platform
Deliver high-quality customer service and resolve basic technical issues
Ensure seamless system access and usability for end users
Work in a fast-paced, customer-focused environment

Privateer IT, LLC

About Privateer IT, LLC

Privateer IT strives to provide the best quality infrastructure, governance, consulting, and analysis of information and communication technologies to every business or organization they work with. 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 a SBA HUBZone business and Small Disadvantaged Business. Our name, Privateer IT, comes as an allusion to the literal definition of a privateer. A privateer is an armed ship owned and officered by private individuals holding a government commission and authorized for use in war, especially in the capture of enemy merchant shipping. Just like this majestic boat, we are a private business, providing the highest level of service to our government clients. “There’s a touch of pirate about every man who wears the dolphins badge.” – Commander Jeff Tall, Royal Navy

Founded: 2018

Company size: 11 - 50

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Job description

Your Next Career Move:

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.

We strongly encourage Military Veterans and individuals with disabilities to apply!

About This Role:

Privateer is seeking an experienced Tier 1 Helpdesk Support Specialist to support the Department of Veterans Affairs (VA).

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.

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.

Come work with us as we build systems to change Veterans Affairs for the better.

You Have:

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

Professional Certifications:	N/A
Education:	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

Vetting:

Applicants selected will be subject to a government investigation and may need to meet the eligibility requirements of the U.S. government client.

Physical Requirements:

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.

Additional Functional Requirements:

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.

Accommodation Statement:

Privateer IT is committed to providing reasonable accommodations to individuals with disabilities, as needed, to ensure equal access to the application and hiring process.

Get to Know Us Here at Privateer IT:

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.

ADDITIONAL INFORMATION:

Equal Employment Opportunity (EEO) Statement:

Privateer IT, LLC (Privateer IT) is committed to providing equal employment opportunities as a federal contractor and an EEO, OFCCP, VEVRAA, and Affirmative Action employer.

As an Equal Employment Opportunity provider, Privateer IT follows the protection of federal, state, and local law: Qualified applicants will receive consideration for employment without regard to race, color, creed, religion, age, national origin, marital status, disability, veteran status, sexual orientation, gender identity or expression, marital status, or genetic information.

U.S. Citizenship is required for this specific opportunity as Privateer IT is unable to sponsor at this time. All selected applicants will be subject to a Minimal Background Investigation (MBI) and a government security investigation (when applicable) depending on the specific program and position listed. This includes but is not limited to: meeting the eligibility requirements for access to classified information and the ability to obtain a government-granted security clearance. Individuals may also be subject to a background investigation including, but not limited to: criminal history, employment verification, education verification, drug testing, and creditworthiness.

Requesting an Accommodation:

Qualified individuals with a disability have the right to request a reasonable accommodation. If you are unable or limited in your ability to use or access the Privateer IT careers website or perform in a Privateer IT position as a result of your disability or religious observance, please get in touch with our team directly by sending an e-mail to [email protected] or calling (321) 499-3993. Include the nature of your request, along with your name and contact information so that a team member may reach you.

Other Employment Statements:

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.

For California residents, if you live in or plan to work from Los Angeles County, additional notifications may apply.

Thanks for visiting our Career Page.

Privateer IT, LLC (Privateer IT) is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, age, national origin, marital status, disability, veteran status, sexual orientation, or genetic information. Privateer IT is an E-Verify Participant.

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