Help Desk Analyst
About The Position
RC4Vets LLC is seeking a remote Help Desk Analyst to support the daily operation of its Veterans Employment and Readiness Product Line. The role resolves end-user help desk tickets, communicates professionally with users, and escalates issues to Veterans Affairs stakeholders and the Project Manager as needed. The analyst develops and maintains help desk processes, knowledge artifacts, and documentation, and collaborates with project team functions to keep support aligned with product changes and new feature releases. The position also supports the Help Desk Lead with reporting, SharePoint content maintenance, and planning and coordinating end-user and help desk training. The analyst works with the Project Manager, developers, the Office of Information & Technology, and other government staff to maintain daily operations; prepares reports using logged metrics for content requests, customer service support, and web analytics; manages and tracks the suspended-user process; and provides information for Freedom of Information Act (FOIA) requests when instructed. Support hours are 10 a.m. to 7 p.m. Eastern, Monday through Friday, excluding federal holidays. The role may expand to support additional products in the Benefits and Memorials portfolio. A Public Trust clearance must be obtainable.
Requirements
- Excellent oral and written communication skills.
- Proficiency in Microsoft Word, Excel, and PowerPoint.
- Organized and self-directed, with the ability to work with minimal supervision.
- At least 2 years of experience supporting a public-facing help desk or equivalent.
- At least 5 years of total professional experience.
- Must be able to obtain Public Trust clearance.
- The employer will not sponsor a new applicant for employment authorization for this position.
Responsibilities
- Resolve help desk tickets received from end users.
- Interact with end users in a professional manner.
- Escalate issues to Veterans Affairs stakeholders and, as needed, to the Project Manager.
- Develop, review, and maintain help desk processes, knowledge artifacts, and other documentation.
- Collaborate across project team functional areas to align help desk support with product changes and feature releases.
- Support the Help Desk Lead by generating reports, maintaining SharePoint content, and planning and coordinating end-user and help desk training sessions.
- Work with the Project Manager, developers, the Office of Information & Technology, and other government staff to maintain daily operations.
- Create reports using gathered and logged metrics for content requests, customer service support, and/or web analytics.
- Manage and track the suspended-user process.
- Provide information for Freedom of Information Act (FOIA) requests when instructed.
- Provide support from 10 a.m. to 7 p.m. Eastern, Monday through Friday, except federal holidays.
Benefits
- Medical, dental, and vision plan options.
- Life and disability insurance.
- Paid time off.
- 401(k) with employer match.
- Employee wellness program.
- Paid government holidays.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
