Sprezzatura · 1 month ago
Business / Help Desk Analyst
United States
Full-time
Remote
Mid Level
4+ years expSprezzatura is a mission-driven, Service-Disabled Veteran-Owned Small Business (SDVOSB) that specializes in secure, scalable, and human-centered digital solutions for government transformation. The Business / Help Desk Analyst will provide Tier 0/1 support to the VINCI user community, ensuring efficient ticket management and supporting project management activities.
ConsultingInformation ServicesManagement ConsultingProject Management
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Provide frontline Tier 0/1 support to the VINCI user community by triaging requests, resolving issues, and ensuring tickets are routed efficiently to the appropriate teams
Support core project management activities including documentation, milestone tracking, and procurement preparation to maintain visibility and keep workstreams on schedule
Triage and resolve Tier 0/1 support requests efficiently, ensuring users receive quick, accurate assistance and escalating issues appropriately
Maintain a well-organized and actively monitored ticketing system, keeping queues current, assigning tickets to the right teams, and ensuring nothing falls through the cracks
Provide consistent, reliable project management support, including accurate milestone tracking, procurement preparation, and timely follow-up on action items
Deliver clear, thorough, and professional documentation, such as meeting minutes and project updates, that improves visibility and supports informed decision-making
Work seamlessly with the VA Program Manager and broader team, contributing to smooth operations, proactive task coordination, and a collaborative, solution-focused environment
Qualification
Required
Shall have a minimum of an Associates Degree plus a minimum of four years' experience, Bachelor's Degree in Engineering, Computer Science, Systems, Business or related scientific /technical discipline, plus a minimum of two years' experience
In lieu of a degree, five-years' experience of, relevant project management experience in managing multiple concurrent LCNC product and platform focused projects across various and asynchronous delivery lifecycle phases with individual project value over $5 million dollars each
One entry level industry recognized cloud/cyber certification is required, such as Certificate of Cloud Security Knowledge (CCSK), Security+, Systems Security Certified Practitioner (SSCP), etc
2–3 years of help desk or technical support experience, preferably in a Tier 0/1 environment
Experience with ticketing/help desk systems (e.g., Jira, ServiceNow, or similar)
Strong documentation skills, including meeting minutes, project tracking artifacts, and process documentation
Basic project management support experience, such as milestone tracking, procurement package preparation, or task coordination
Familiarity with government or enterprise IT environments (preferred but not required)
Excellent communication skills, with the ability to clearly explain issues and updates to both technical and non-technical users
Strong organizational and time-management abilities, especially in fast-moving or multi-tasking environments
Collaborative mindset, able to work closely with program managers and cross-functional teams
Customer-service orientation, demonstrating patience, professionalism, and responsiveness with users at all levels
Problem-solving and critical thinking skills, with the ability to quickly assess issues and determine the best path forward
Preferred
Experience with VA systems, VINCI platforms, or federal healthcare research environments
Hands-on experience with Jira, ServiceNow, SharePoint, or other enterprise ticketing and documentation tools
Background supporting data, research, or analytics-focused programs within government or large enterprise settings
Familiarity with federal procurement processes or acquisition workflows
Benefits
Healthcare
Paid vacation time
Company
Sprezzatura
Sprez·za·tu·ra (sprāt-tsä-ˈtü-rä) n. Itl – The art of making the difficult appear effortless.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Daniel Ward
Chief Operating Officer
Recent News
Washington Technology
2025-03-04
Company data provided by crunchbase