Contact Representative (Help Desk Program Specialist)

About the role

The primary purpose of the position is to provide website and mobile application navigation, customer support to Veterans and all other users of the MyHealtheVet website, eBenefits website, Vets.gov website, Web and Mobile Solutions applications and other various VA websites and eligibility and benefits counseling. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/09/2026. 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 as described below: Specialized Experience: 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: Determining eligibility for benefits and health services Fields questions and provide support to Veterans, Care Givers, and other users providing VA Systems (e.g., MyHealtheVet, eBenefits, Vets.gov, Web and Mobile Solutions applications) technical direction. Determines most appropriate action or identifies alternatives in resolving issue(s) through in-depth research and interpretation. Ability to document case notes. 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/.

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