Aptive Resources · 4 hours ago
Help Desk Support Specialist (Veteran Survey Operations)
United States
Full-time
Remote
Entry Level
2+ years expAptive Resources is dedicated to improving government services and is seeking compassionate Help Desk Support Specialists to assist the Veterans Health Administration (VHA) with a national Veteran survey. The role involves providing direct telephone and email support to Veterans, ensuring they understand and complete the survey while maintaining a respectful and supportive environment.
Business Information SystemsConsultingManagement Consulting
Responsibilities
Provide toll-free telephone and email support to Veterans during scheduled Help Desk hours of 9:00 AM – 9:00 PM ET, Monday-Friday, with responsiveness to after-hours voicemail and Interactive Voice Response (IVR) inquiries, as routed to the Help Desk
Assist Veterans to understand the purpose of the survey, navigate survey materials, and complete the survey using available modes of completion
Communicate clearly and consistently using VA-approved Help Desk scripts and operational guidance
Accurately log all contacts, dispositions, and resolutions in accordance with quality control and reporting requirements
Classify inquiries appropriately to support tracking, reporting, and continuous improvement
Follow established escalation and resolution procedures when issues cannot be resolved at first contact
Recognize indicators of emotional distress, including agitation, concerning statements, or key words and phrases
As appliable, apply the VHA-approved Distressed Veteran Process, categorizing distress as mild, moderate, or severe and taking appropriate action: Mild Distress: Practice active listening and empathy; de-escalate when possible; document the interaction. Moderate Distress: Provide Veterans Crisis Line (VCL) information, offer a warm transfer, and ensure the interaction is documented for reporting. Severe Distress: Initiate an immediate warm transfer to the VCL, remain on the line until transfer is complete, and follow all escalation instructions
Maintain professionalism, empathy, and calm communication while prioritizing Veteran safety and dignity
Complete all required initial and refresher training, including Help Desk workflows, use of applicable call and interaction tracking systems, VA-approved scripts, and distressed Veteran response protocols
Participate in training, potentially including role-playing exercises and facilitated discussions, designed to build confidence and consistency in Veteran interactions
Support surge operations during peak survey periods while maintaining service quality standards
Qualification
Required
High school diploma or equivalent required
Minimum of 2 years of experience in customer service, call center support, help desk operations, or a Veteran-facing service environment
Excellent verbal and written communication skills and strong interpersonal skills
Ability to follow scripts, protocols, and documentation requirements with accuracy and attention to detail
Basic computer proficiency, including use of web-based systems
Ability to pass required background checks
Preferred
U.S. military Veterans strongly preferred due to familiarity with military culture, terminology, and shared experiences with Veteran callers
Non-Veteran candidates may demonstrate experience or training supporting Veteran and/or military-affiliated populations
Company
Aptive Resources
Aptive Resources is a management consulting firm focused on human experience, digital services and business transformation.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Rachele Cooper
CEO/Founder
Recent News
2025-06-11
2025-03-22
Washington Technology
2025-03-04
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