Support Desk Analyst (Financial Systems)

Govcio LLC

3d•$47,000 - $60,000•Remote

About The Position

GovCIO is currently hiring a Support Desk Analyst (SDA) that provides financial systems services assistance for users. The analyst will be required to have troubleshooting, analytical, and decision-making skills to provide support and resolution to end-user issues or questions. The incumbent will provide operational and technical support to resolve application, functional and technical issues associated with the Judiciary financial management software applications. Ths position is located within the United States and will be a full remote position.

Requirements

Bachelor's with 2-5 years (or commensurate experience)
Minimum 2 years of IT work experience
Strong understanding of troubleshooting IT issues
Flexibility and adaptability to handle different product service calls
Good verbal and written communication skills
Clearance Required: Must be able to acquire and maintain an AOUSC Public Trust

Nice To Haves

Experience with ServiceNow
Software application Management experience
Networking/Security experience
Knowledge of the following products:
Microsoft Office & Teams
Understanding of ITIL best practices
Background in federal court operations
Court experience with financial management applications

Responsibilities

Provide support for Judiciary-unique financial management software applications
Utilize ITSM tool to create or track issues/requests
Provide timely updates to tickets
Perform remote troubleshooting
Determine the best solution based on the issue and details provided by user
Properly escalate unresolved queries to the next level of support
Ensure proper recording, documentation, and closure for each issue
Follow up with users, provide feedback and see problems through to resolution
Preserve and grow the knowledge base for supported applications
Review and provide recommendations regarding application instructional or procedural documentation