Tier 2 Help Desk Analyst (Remote)

Govcio LLC

6d•$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. Work directly with the Project Manager, developers, Office of Information & Technology, and other government staff to maintain daily operations. GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer? At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including: 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 Available to full-time employees Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets. The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

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.
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.