Help Desk Analyst (Remote)

Govcio LLC

1d • $60,000 - $65,000 • Remote

About The Position

GovCIO is currently hiring for a Help Desk Analyst to for a legacy application to support the Department of Veteran Affairs (VA). This position will be full-time and fully remote.
The Help Desk Analyst performs daily activities that are vital to the operation and support of Veteran Affairs.

Requirements

• Bachelor's degree with 2 - 5 years (or commensurate experience)
• Proficiency in MS Word, Excel, and PowerPoint
• Organized, self-directed, and able to work with minimal supervision
• Strong understanding of help desk and ticketing system (ServiceNow)
• Strong communication skills for professional interactions with end users and stakeholders
• Customer-centric approach to resolve issues efficiently while maintaining user satisfaction
• Ability to work with cross-functional teams, including project managers, developers, and IT staff
• Dependability for providing support during designated hours, ensuring timely response and resolution
• Minimum of 2 years of experience supporting public-facing helpdesk or equivalent
• At least 5 years total professional experience
• Ability to Obtain and Maintain a Suitability/Public Trust Clearance

Nice To Haves

• VA clearance (Public Trust) and access
• Knowledgeable of VA organizations and processes
• Bachelor’s Degree or equivalent

Responsibilities

• Resolution of help desk tickets received from the end users.
• Interacting with end users in a professional manner.
• Escalation of issues to VA (Veteran Affairs) stakeholders.
• Development, review, and maintenance of help desk process, knowledge artifacts, and other documentation.
• Collaboration across entire project team functional areas to ensure help desk is in alignment with the evolving product as new features are developed and released.
• Generates help desk reports, maintaining content on SharePoint sites, and end user/help desk training session planning and coordination.
• Work directly with the Project Manager, developers, Office of Information & Technology, and other government staff to maintain daily operations.
• Escalate issues to the Project Manager as needed.
• Create reports from gathered and logged metrics for content requests, Customer Service support, and/or web analytics.
• Manage and track the suspended-user process.
• Provide support from 8 a.m. – 5 p.m. (Eastern Time) Mondays through Fridays except for Federal Holidays.

Benefits

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level